Front Office Manager

About the Company

Pullman Singapore Hill Street is positioned as a lively, high-energy hospitality destination where creativity, performance, and smart service come together. The 350-room property will include a rooftop bar, an executive lounge with wide city and river views, a vibrant lobby, a health and fitness centre, and a pool.

The hotel is built around a non-traditional guest experience, aiming to deliver smooth, enjoyable, and modern interactions. Pullman is a premium international brand within the Accor group, designed for worldly travellers who enjoy blending business with leisure. Accor operates as a major global hospitality group with more than 40 brands and over 5,300 hotels worldwide.

Role Overview

This position carries overall responsibility for the Front Office, Executive Lounge, and Concierge functions. The role focuses on running daily operations, maintaining service quality, leading the team, and ensuring strong guest satisfaction and financial performance.

Key Responsibilities

• Oversee Front Office, Executive Lounge, and Concierge operations end to end.
• Keep day-to-day service delivery aligned with hotel standards, customer expectations, and quality benchmarks.
• Drive team performance and own the achievement of Front Office targets.
• Set annual performance objectives for team members in line with overall hotel goals.
• Join daily operational meetings and coordinate with support teams on administration and operational matters.
• Attend department and cross-department meetings and pass on relevant updates to the team.
• Work closely with Reservations, Revenue, and Sales to ensure correct room allocation and improved yield.
• Apply hotel policies, procedures, and service standards according to Accor brand guidelines.
• Suggest and implement improvements to Front Office processes and hotel practices to raise guest satisfaction and support financial results.
• Ensure guest issues, incidents, and accidents are handled promptly and in line with SOPs.
• Promote a productive workplace and support employee safety, wellbeing, wellness, and health.
• Review repair and maintenance matters and coordinate with Engineering and Housekeeping to keep guestrooms in good condition.
• Control departmental expenses and work toward budgeted cost targets.
• Stay fully familiar with the hotel’s emergency procedures, policies, and operating standards.
• Handle recruitment, discipline, and counselling of employees when needed.
• Partner with Talent & Culture to create training programmes that build both soft skills and technical capability.
• Carry out additional duties assigned by the General Manager.

Requirements

• Strong working knowledge of hotel property management systems (PMS).
• Excellent communication and interpersonal abilities for working with both guests and colleagues.
• High level of customer service orientation and an interest in creating memorable guest experiences.
• Comfort working in a fast-moving and dynamic environment.
• Good analytical thinking and problem-solving capability.
• Proven operational leadership with a commercial mindset.
• Solid understanding of hotel fire procedures, security procedures, and health and safety policies.
• Fluent command of English in reading, writing, and speaking.

Perks and Benefits

• Central location within walking distance of City Hall MRT.
• Five-day work week.
• Duty meals and uniform provided.
• Comprehensive medical coverage.
• Birthday leave.
• Family care leave.
• Annual wage supplement (AWS).
• Discounts on food and beverages as well as worldwide hotel stays.

Work Environment

The role is based in Singapore and follows an onsite work arrangement. It is suited to someone who can thrive in a busy, service-driven hospitality setting and lead with both operational discipline and guest-focused thinking.

Additional Information

The hotel emphasizes a fun, modern, and ambitious service culture, with a strong focus on seamless guest interaction and brand consistency. The opening is part of a 350-room property with multiple lifestyle facilities, making the role central to the guest journey.