Front Office Manager

Role overview

The Front Office Manager oversees every front desk and guest-services function, including Concierge, Bell, Westin Club, Service Express, and Front Desk/Guest Services where applicable. In this leadership role, you will direct managers and team members to ensure smooth guest arrival and departure processes, while improving guest and employee satisfaction and supporting the department’s financial results.

Key responsibilities

• Lead the front office team through strong communication, sound judgment, and visible, ethical leadership.
• Create trust and collaboration across the team and serve as a brand connector for the hotel.
• Supervise daily operations and step in to perform frontline duties when needed.
• Set expectations, monitor performance, and recognize strong work across all front office areas.
• Guide the team toward service, budget, expense, and operational targets.
• Run team meetings and keep front office goals clear, consistent, and aligned with business needs.
• Review staffing levels to support service standards, operational demand, and financial objectives.
• Control department expenses and help ensure the front office supports broader rooms and property goals.
• Apply front office policies, standards, and procedures consistently and fairly.
• Ensure disciplinary actions and documentation follow standard and local operating procedures.
• Deliver guest service that goes beyond expectations and supports loyalty and retention.
• Coach team members to better understand guest needs and improve service behavior.
• Maintain a welcoming guest atmosphere and handle complaints, concerns, and recovery effectively.
• Use guest feedback and satisfaction data to identify service gaps and drive improvements.
• Develop staff through coaching, mentoring, goal-setting, and performance management.
• Interview and hire managers and hourly staff promptly according to operational requirements.
• Share updates and information clearly with supervisors, peers, subordinates, and executives.
• Analyze operational issues, solve problems, and help prevent repeat challenges.

People leadership

The position requires hands-on management of the front office workforce, including employee coaching, fair treatment, progressive discipline, performance appraisals for direct-report managers, and promoting an open-door culture where concerns can be raised and addressed.

About the employer

Marriott International is an equal opportunity employer and welcomes applicants from all backgrounds, with a commitment to inclusion and non-discrimination on protected bases such as disability and veteran status. Westin’s brand purpose is centered on wellness, helping guests feel their best while traveling. The ideal candidate is energetic, optimistic, adventurous, and committed to personal well-being as well as exceptional hospitality.

Additional information

Job number: 26029053

Job category: Rooms & Guest Services Operations

Location: 12 Marina View, Singapore, Singapore, 18961

Schedule: Full time

Remote status: Not remote

Position type: Management