Job description
We are seeking a dynamic Front Office Manager to lead guest services for a premium hotel in Singapore. This role combines strategic leadership with hands-on excellence in guest experience, operations, and team development. If you are passionate about hospitality, data-driven service, and elevating every guest interaction, join our award-winning team.
As a key member of the leadership team, you will oversee front desk operations, reservations, concierge, and communications, ensuring seamless service from check-in to check-out while maintaining brand standards and profitability.
Responsibility
- Lead daily front office operations to deliver exceptional guest experiences across all touchpoints.
- Manage front desk team, including staffing, training, performance reviews, and career development.
- Oversee reservations, group blocks, and yield management to optimize occupancy and revenue.
- Collaborate with housekeeping, food & beverage, and revenue management to ensure cohesive service.
- Monitor KPIs (occupancy, ADR, RevPAR, guest satisfaction) and implement improvements.
- Handle escalated guest concerns with empathy and timely resolution, ensuring guest recovery.
- Maintain compliance with brand standards, safety, security, and cash handling procedures.
- Drive process improvements; implement technology solutions (PMS, POS, CRM) to enhance efficiency.
Qualification
- Bachelor's degree in Hospitality, Business, or a related field.
- Minimum 5 years in hospitality front office with supervisory leadership.
- Proven track record in delivering outstanding guest service and team development.
- Proficiency with property management systems (e.g., Opera, Oracle OPERA) and POS systems.
- Excellent communication, interpersonal skills, and conflict resolution abilities.
- Strong analytical mindset with ability to analyze occupancy, revenue, and guest feedback.
- Flexibility to work shifts including evenings, weekends, and holidays; multi-lingual skills are a plus (English required; Mandarin a plus).
- Knowledge of brand standards, safety, and compliance regulations.