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Start
Not stated
Work mode
On-site
Experience
Some experience
About the role
You will oversee Front Office operations at a large integrated resort in Marina Bay, leading a team to deliver excellent guest service. The role suits an experienced Front Office Manager who can supervise multiple areas, handle VIPs and complaints, and work closely with other departments.
Manage Front Desk tower operations and supervise all Front Office areas
Work with Front Desk Managers to ensure guest requests are completed
Resolve guest complaints and negative feedback, following up with Service Management
Support check-in, check-out and cashiering when needed
Handle meet and greet for VIP guests
Coordinate with Front Office Groups for MICE group arrivals, stays and departures
Communicate with Guest Relations on room inventory and house count to maximise occupancy
Stay familiar with all Front Office operations including fire safety and emergency procedures
Monitor lobby activity and work with Security on suspicious persons, items or activities
Lead the team towards service excellence
Deputise for the Hotel Manager when assigned
Supervise and evaluate team performance regularly
Recommend appointments, promotions and development for team members
Conduct and maintain performance appraisals according to standards
Motivate, coach and counsel team members to improve job skills
Ensure guest-contact staff are well-mannered and groomed to company standard
Respond to guest comments, requests and complaints promptly and professionally
Be involved in service enhancement and Net Promoter Score delivery and improvement
Be conversant with FIT, Group and VIP Services areas and manage specialist areas as assigned
Maintain close liaison with other departments for seamless guest services
Work closely with Section Heads within Front Office for smooth operations
Contribute ideas to strategic plan initiatives
Perform other duties as assigned by Executive Director and Associate Director of Hotel Operations
Good to know
Willing to work flexible hours, any day and any shift according to business demands
Requirements
Degree in Hotel Management or related field preferred
Minimum 2 years as Front Office Manager in a large-scale hotel
Strong leadership and ability to arbitrate in a complex international, multicultural environment
Excellent guest relations and problem-solving skills
Good planning and execution skills with attention to detail
Proven ability to recruit, motivate and direct a professional team
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