Front Office Operations Leader (VIP & Guest Experience)

Young Women's Christian Association of Singapore; Penarth, High Street; On-site; GBP 25,000 - 40,000; Full time

Job summary

The Duty Manager at Young Women's Christian Association (YWCA) of Singapore oversees front office daily operations to ensure team efficiency and service excellence. The role develops operational plans, manages VIP guest services, monitors room inventory, and drives service recovery and compliance.

Responsibilities include collaborating with departments, maintaining standards, handling guest requests, and ensuring efficient communication and reporting.

Qualifications

• Minimum 2 years of relevant experience.
• Strong working knowledge of Opera system.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Availability to work shifts including weekends and public holidays.

Responsibilities

• Manage front office operations
• Collaborate with departments to meet guests' special requirements and requests
• Develop and implement operational plans aligned with front office procedures and service standards
• Identify and resolve deviations and irregularities in front office services to maintain quality
• Manage personalised reception services for VIP guest arrivals and departures
• Monitor front office operations to ensure compliance with organisational standards and procedures
• Track room inventory levels and reconcile discrepancies to maintain accuracy
• Control and maintain accurate inventory of all room keys
• Respond to incoming emails promptly and follow up on required actions
• Ensure luggage storage in the baggage room is controlled, recorded, and orderly at all times
• Review operational reports and statistics to monitor and report departmental performance
• Update digital signage daily with accurate information on F&B activities and events
• Build and maintain guest relationships to encourage repeat visits
• Engage with guests to collect feedback on service quality for continuous improvement
• Manage service recovery for escalated guest concerns, maintaining proper records
• Oversee team service performance to meet guests’ needs and ensure satisfaction
• Review and recommend improvements to systems and processes to enhance workflow and productivity
• Manage departmental operating expenses to stay within budget

Skills

Customer service

Team leadership

Communication

Problem solving

Tools

Opera system

MS Word

Excel

Outlook

Job description

The Duty Manager at Young Women's Christian Association (YWCA) of Singapore oversees front office daily operations to ensure team efficiency and service excellence. The role develops operational plans, manages VIP guest services, monitors room inventory, and drives service recovery and compliance.

Responsibilities include collaborating with departments, maintaining standards, handling guest requests, and ensuring efficient communication and reporting.