Front Office Duty Manager — Guest Experience Lead

THE CAPITOL KEMPINSKI HOTEL SINGAPORE; High Street, Penarth; On-site; GBP 28,000 - 34,000; Full time

Job summary

The Capitol Kempinski Hotel Singapore is seeking an experienced Reception Supervisor to oversee daily front desk operations and ensure premier guest service. You will collaborate with Front Office and other departments to maintain high service standards and accurate guest information.

Ideal candidates will have at least 3 years in a similar role, strong English communication, and familiarity with Opera. The role requires a customer-focused, mature approach to handling guest needs and issues.

Qualifications

• Warm, friendly and confident demeanor with good interpersonal skills.
• Must have good command of English.
• Minimum 3 years experience in a similar role.
• Comprehensive Opera knowledge.
• Mature & Customer focused.

Responsibilities

• Plan and supervise the day-to-day operations of the Reception section, including arrivals, departures, room sales, VIPs, groups and crew assignments.
• Ensure guests receive prompt, cordial attention and personal recognition; resolve related problems.
• Handle guest requests and complaints politely and efficiently; instruct staff as needed to ensure satisfaction and follow up on issues.
• Liaise with departments to ensure accurate guest information (rates, room type, billing, requests) and oversee that guests’ requirements are addressed.
• Control room availability for walk-ins and manage departure dates/times accountability.
• Coordinate with Housekeeping to resolve unresolved room discrepancies.
• Maintain reservation procedures and manage same-day arrivals.
• Check arrivals folios, monitor credit standing of walk-in guests, and validate accounts per company instructions.
• Review billing instructions and guest credit for accuracy; follow up on related issues.
• Adhere to Hotel Emergency Procedures and safety protocols.
• Inspect guestrooms daily.
• Respond promptly to operational requests from Front Office and other departments.
• Perform other ad-hoc duties as required.

Skills

Guest relations

English proficiency

Team supervision

Tools

Opera knowledge

Job description

The Capitol Kempinski Hotel Singapore is seeking an experienced Reception Supervisor to oversee daily front desk operations and ensure premier guest service. You will collaborate with Front Office and other departments to maintain high service standards and accurate guest information.

Ideal candidates will have at least 3 years in a similar role, strong English communication, and familiarity with Opera. The role requires a customer-focused, mature approach to handling guest needs and issues.