Assistant Front Desk Manager

DUTIES & RESPONSIBILITIES

• Support daily front desk operations to ensure smooth check-in, check-out, registration, and billing processes.
• Act as a role model and assist in coaching, motivating, and supervising front desk team members to deliver exceptional customer service.
• Assist in handling guest requests, VIP arrangements, and resolving complaints in a timely and professional manner.
• Ensure proper utilization of the Property Management System (PMS) and other front office technologies.
• Assist with staff scheduling, shift roster planning, and daily manpower allocation to match business needs.
• Maintain departmental Standard Operating Procedures (SOPs) and ensure adherence to hotel policies and procedures.
• Conduct team briefings and facilitate communication of key information, updates, and operational priorities within the team.
• Coordinate with other hotel departments, including Housekeeping and Engineering, to ensure room readiness and guest satisfaction.
• Oversee cashiering procedures and night audit operations to ensure financial accuracy and compliance.
• Support onboarding and training of new front desk associates and facilitate ongoing team development.
• Ensure thorough and accurate recordkeeping of guest interactions, room assignments, and daily reports.
• Assist in promoting room and hotel service upselling initiatives, collaborating with Revenue and Sales teams as needed.
• Stand in for the Front Desk Manager as shift-in-charge during their absence, making decisions as required and handling escalated issues.
• Any other duties or projects as assigned by the superior(s).

QUALIFICATION, EXPERIENCE & PERSONAL QUALITIES

• Diploma or Uuniversity holder in Hotel Management.
• Over 7 years of relevant experience in medium to large scale of hotel operations with at least 3 years at management level.
• Proficient in Property Management Systems and familiar with front office procedures.
• Demonstrates strong organizational, communication, and time management abilities.
• Capable of handling guest complaints and service recovery effectively.
• Fluent in spoken and written English, Cantonese, and Mandarin.
• Strong interpersonal and people management skills.
• Aligned with the core values of Nina Hospitality – Generous, Heartfelt, Vibrant, Authentic and Innovative.
• Detail-oriented, proactive, and able to motivate others.
• Service-driven, responsible, and positive in attitude.
• Calm and decisive under pressure, capable of handling high guest volume and     emergencies.
• Trustworthy, reliable, and able to work independently.
• Flexible, adaptable, and willing to work shifts, weekends, and holidays as required.
• Mature, presentable, and possesses strong problem-solving abilities.

Nina Hospitality Group is a lifestyle hospitality group which comprises the Nina Hotels and Lodgewood series. Nina Hospitality Group endeavors to redefine the notions of hospitality, comfort and style in Hong Kong with its affordably luxurious hotels and modern chic, fun-filled boutique hotels cum serviced apartments. We currently own and/or manage seven hotel properties and serviced apartments comprising a total of over 2,800 guestrooms.

All of the hotels offer an unwearing level of modern Asian hospitality and feature quality restaurants and bars for guests and visitors alike.

Broaden your horizon and join the Nina Hospitality team.

Personal Data Privacy

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information.  It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Human Resources Department directly at [3700 8605](tel:3700 8605).

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within Nina Hospitality Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.

Nina Hospitality Group Portfolio

Nina Hotel Tsuen Wan West
Nina Hotel Island South
Nina Hotel Causeway Bay
Nina Hotel Kowloon East
Lodgewood by Nina Hospitality | Mong Kok
Lodgewood by Nina Hospitality | Wan Chai
Conference Lodge by Nina Hospitality
The Lily by Nina Hospitality

www.ninahotelgroup.com