Job description
We are seeking a results-driven Hotel Front Office Manager to lead our guest services team at the luxury Aurora Hotels & Resorts property in Singapore. This role combines strategic leadership with hands-on operational excellence to ensure flawless guest experiences from arrival to departure.
You will own the front desk operations, supervise a team of guest service agents, and collaborate with Food and Beverage, Sales, and Housekeeping to deliver premium service consistent with our brand standards. The ideal candidate thrives in a fast-paced environment, mentors peers, and uses data to drive guest satisfaction and revenue opportunities.
Responsibility
- Lead front office operations including check-in, check-out, and reservation management to ensure speed, accuracy, and courtesy.
- Coach and develop a high-performing team of front desk associates; schedule staffing to align with forecasted demand.
- Manage guest relations and resolve escalated guest feedback with professionalism and urgency.
- Collaborate with Revenue Management, Sales and F&B to maximize occupancy, upsell opportunities, and guest satisfaction.
- Monitor and improve SOPs, service standards, and safety protocols; ensure compliance with local regulations.
- Utilize PMS for reservations, guest profiles, and reporting; produce daily and weekly performance metrics.
- Ensure accurate cash handling, billing, and financial controls at the front desk.
- Lead ongoing training on customer service, product knowledge, and brand standards.
Qualification
- Bachelor's degree in Hospitality Management or equivalent; advanced certification preferred.
- 5+ years in hotel front office with 2+ years in a supervisory or leadership role.
- Proven track record of delivering exceptional guest experiences and effective service recovery.
- Proficiency with property management systems (Opera preferred) and POS systems.
- Excellent communication and interpersonal skills; fluent in English; additional languages a plus.
- Strong analytical skills with the ability to leverage data to drive decisions and revenue opportunities.
- Ability to manage diverse teams in a luxury environment; flexible schedule and shift readiness.
- Sound financial acumen and cash handling procedures.