Job description
Join Aurora Hospitality Group as Front Office Manager in Singapore. This role leads guest services excellence across our luxury property, ensuring seamless arrivals, personalized service, and operational efficiency.
As the leader of the Front Office team, you will partner with Rooms, Concierge, F&B, and Revenue to deliver memorable guest experiences. You will manage daily operations, uphold brand standards, and mentor a team of front desk colleagues.
We offer a dynamic environment, competitive salary, performance bonuses, and clear opportunities for career growth within a premium hospitality brand.
Responsibility
- Lead daily Front Office operations, ensuring smooth check-in/check-out, guest handling, and priority queue management.
- Develop and mentor front desk supervisors and associates to deliver personalized guest experiences.
- Collaborate with Housekeeping, Engineering, F&B, and Concierge to ensure seamless guest journeys.
- Monitor KPIs such as occupancy, daily rate, and guest satisfaction, and implement data-driven improvement plans.
- Oversee guest feedback channels, resolve escalated issues, and manage service recovery with finesse.
- Uphold brand standards, security protocols, and cash-handling procedures across all Front Office activities.
- Coordinate with Revenue and Sales teams on promotions, packages, and upsell opportunities.
- Prepare comprehensive reports for senior management and lead weekly front office briefings.
Qualification
- Bachelor's degree in Hospitality, Business, or a related field; or equivalent professional experience in luxury hospitality.
- Minimum 5 years in front office or guest services with leadership experience in a luxury hotel.
- Strong knowledge of property management systems (PMS) such as Opera, plus RMS/CRM tools.
- Excellent communication and interpersonal skills; fluent in English; additional languages are a plus.
- Proven ability to lead, develop teams, and manage high-pressure customer situations.
- Advanced problem-solving, conflict resolution, and decision-making capabilities.
- Demonstrated focus on guest satisfaction and delivering memorable experiences.