Job description
Join Aurora Hospitality Group, a premium hotel brand dedicated to delivering unforgettable guest experiences. We are seeking a dynamic Hotel Front Office Leader to guide our Front Office team in Singapore.
As the Guest Experience Manager, you will orchestrate seamless check-in and check-out, lead a high-performing team, and elevate service standards across the property. This is an opportunity to impact guest satisfaction, loyalty, and revenue while advancing your career in a luxury environment.
We offer a collaborative, growth-focused culture with competitive compensation, benefits, and ongoing development opportunities within our global portfolio.
Responsibility
- Lead and motivate the Front Office team to deliver five-star guest experiences across all touchpoints.
- Oversee check-in/check-out processes, greet guests, handle requests, and resolve issues with empathy and efficiency.
- Collaborate with Housekeeping, Food & Beverage, Concierge, and Security to ensure a seamless guest journey.
- Monitor and improve guest satisfaction scores, respond to feedback, and implement service enhancements.
- Manage reservations, yield strategies, upsell additional services, and maximize revenue opportunities.
- Coach and develop team members through ongoing training and performance reviews.
- Ensure compliance with brand standards, safety, and security policies.
- Prepare daily reports, forecast demand, and manage staffing to meet demand fluctuations.
Qualification
- Bachelor’s degree in Hospitality Management or equivalent experience.
- Minimum 5 years in hospitality with leadership experience in Front Office.
- Exceptional communication, interpersonal, and problem-solving skills.
- Proficiency with Property Management Systems (PMS) and POS platforms.
- Fluent in English; additional languages are a plus.
- Ability to work flexible shifts, including evenings, weekends, and holidays.
- Strong guest-service mindset with a data-driven approach to improve service metrics.
- Proven track record of achieving service excellence and driving revenue growth.