Front Office Manager

About the Role

This position sits within a high-profile luxury hotel environment in Singapore and focuses on leading front office operations, maintaining service quality, and ensuring a smooth guest experience across all touchpoints. The role calls for a hands-on leader who can guide teams, manage complex guest situations, and support service excellence in a large, multicultural setting.

Key Responsibilities

• Join the shift briefing led by the Front Desk Managers at the beginning of each shift.
• Oversee the assigned front desk tower and coordinate day-to-day operations across front office areas.
• Partner with Front Desk Managers to make sure guest requests and action items are completed properly.
• Address negative guest feedback, resolve complaints efficiently, and escalate to Service Management when follow-up is needed.
• Step in to support check-in, check-out, and cashiering processes whenever required.
• Welcome and manage VIP arrivals with care and professionalism.
• Coordinate closely with Front Office teams on MICE group arrival, stay, and departure arrangements.
• Work with Guest Relations to manage room inventory and house count so occupancy is optimized with limited impact on guest experience.
• Stay fully knowledgeable about front office procedures, including fire safety and emergency protocols.
• Keep an eye on lobby activity and coordinate with Security regarding any suspicious people, items, or behavior.
• Lead the team toward consistently high service standards.
• Act as Hotel Manager delegate when assigned in their absence.
• Monitor team performance on a regular basis and carry out reviews.
• Recommend team appointments, promotions, and development opportunities.
• Conduct and maintain performance appraisals in line with agreed standards and take appropriate follow-up actions.
• Coach, motivate, and counsel team members so they continue improving their skills and exceeding guest expectations.
• Ensure all guest-facing front office staff remain neatly groomed and professional at all times.
• Respond promptly and professionally to guest comments, requests, and complaints, taking ownership where needed.
• Take an active role in service improvement work and in measuring and improving the Net Promoter Score.
• Stay knowledgeable across FIT, Group, and VIP service areas and take on specialist responsibilities as assigned.
• Maintain strong coordination with other departments to support seamless guest service throughout the hotel.
• Work closely with section heads in the Front Office department to keep internal operations running smoothly and in line with company standards.
• Contribute ideas and help execute strategic initiatives that support the company vision, mission, values, and guiding principles.
• Carry out any other duties assigned by the Executive Director and Associate Director of Hotel Operations.

Requirements

• A degree in Hotel Management or a related discipline is preferred.
• At least 2 years of experience as a Front Office Manager in a large-scale hotel setting.
• Strong leadership ability and the judgment to perform well in a complex, international, and multicultural environment.
• Excellent guest relations and issue-resolution capability.
• Strong planning and execution skills with careful attention to detail.
• Demonstrated ability to recruit, inspire, and direct a professional team.
• Excellent time management, organization, communication, and motivational skills.
• Reliable follow-through and a persistent, detail-oriented approach to work.
• Ability to meet attendance expectations and follow departmental and company policies.
• Capability to organize staffing effectively during sudden spikes in business volume.
• Proficiency with property management systems and Microsoft Office tools.
• Experience preparing presentation materials.
• Strong spoken and written English communication skills are essential.
• High attention to detail and strong customer service orientation.
• Mature, meticulous, resourceful, organized, and capable of working independently.
• Comfortable working as part of a team and willing to support colleagues when needed.
• A proactive mindset with a strong "can-do" attitude.
• Well-groomed with a professional presence.
• Willingness to work flexible hours, any day, and any shift based on business needs.
• The employer emphasizes adherence to all rules, regulations, policies, procedures, code of conduct, and business ethics.
• The organization also states a commitment to diversity, equity, and inclusion and equal opportunity in building its workforce.

Additional Information

This role is based in Singapore and is part of a large luxury hospitality operation. The organization expects employees to follow internal conduct standards and business ethics requirements, and to support an inclusive workplace culture.

Work Arrangement

This is a full-time, on-site position. No salary or vacancy count was specified in the source.