Assistant Front Office Manager

JEN by Shangri-La; Singapore; On-site; SGD 60,000 - 100,000; Full time

Benefits offered by this job

Career development opportunities

Duty meals and flexible benefits

Complimentary room nights

Discounted room and dining rates

Job summary

JEN by Shangri-La in Singapore seeks a committed Front Office leader to guide daily operations and uphold the brand's distinctive hospitality experience. You will drive guest engagement, ensure service consistency and foster a high-performing team culture across guest touchpoints.

The role emphasises guest satisfaction, staff development and operational efficiency through Medallia insights and PMS excellence, with a focus on VIPs, long-stay guests and special requirements.

Qualifications

• Diploma or Degree in Hospitality Management or related discipline.
• Minimum 3–5 years Front Office experience in international luxury hotel environment with supervisory responsibilities.
• Strong guest engagement and service recovery mindset aligned to Shangri-La's standards.
• Proven leadership with ability to coach and develop a diverse team.
• Solid knowledge of Front Office operations, PMS and cashiering procedures.

Responsibilities

• Oversee day-to-day Front Office operations ensuring seamless service and brand standards.
• Lead by example to create memorable, personalised guest experiences with warmth and care.
• Ensure smooth arrival, stay and departure experiences, including VIP and special requests.
• Monitor guest journey and leverage feedback to drive loyalty and improvements.
• Review guest feedback and drive service recovery and continuous improvement.
• Coordinate with Housekeeping, Reservations, Concierge and other departments for a seamless guest experience.
• Support staff training, scheduling, and cost-control initiatives while maintaining service excellence.

Skills

Front Office Leadership

Guest Engagement

Upselling & Revenue

People Management

Medallia Proficiency

PMS Knowledge

English Proficiency

Education

Hospitality Management degree

Tools

PMS Systems

Cashiering Procedures

Guest Feedback Platforms

Job description

Primary Role

Support the Front Office Manager in leading and managing all aspects of Front Office operations to deliver Shangri-La's distinctive hospitality experience. Ensure exceptional guest engagement, operational excellence and service consistency across all guest touchpoints while fostering a high-performing, guest-centric team culture.

Job Highlights

• Career Development Opportunities
• Duty Meals and Flexible benefits
• Complimentary Room Nights
• Discounted Room and Dining Rates

Primary Role

Support the Front Office Manager in leading and managing all aspects of Front Office operations to deliver Shangri-La's distinctive hospitality experience. Ensure exceptional guest engagement, operational excellence and service consistency across all guest touchpoints while fostering a high-performing, guest-centric team culture. The Assistant Front Office Manager is responsible for upholding Shangri-La's service philosophy, driving guest satisfaction, colleague development and operational efficiency, while contributing to the achievement of departmental and hotel objectives.

Key Responsibilities

• Assist the Front Office Manager in overseeing the day-to-day operations of the Front Office, ensuring seamless service delivery and adherence to Shangri-La brand standards.
• Lead by example in creating memorable and personalised guest experiences, demonstrating genuine care, warmth and hospitality in every guest interaction.
• Ensure a smooth and efficient arrival, stay and departure experience for all guests, with particular attention to VIPs, long-stay guests, repeat guests and guests with special requirements.
• Monitor the entire guest journey and proactively identify opportunities to exceed guest expectations and enhance guest loyalty.
• Drive Medallia performance and guest satisfaction results through active review of guest feedback, trend analysis, service recovery initiatives and continuous improvement actions.
• Respond to guest concerns, complaints and service challenges promptly and professionally, ensuring effective resolution and guest delight.
• Ensure guest preferences, profiles and special requests are accurately maintained and communicated to relevant departments to facilitate personalised service.
• Maintain, implement and reinforce Shangri-La service standards, policies, procedures and operational guidelines.
• Supervise, coach, mentor and develop Front Office colleagues through regular feedback, training and performance support to enhance engagement and service excellence.
• Conduct daily briefings, shift handovers and operational reviews to ensure effective communication and alignment across the team.
• Promote a culture of continuous improvement by leveraging guest insights, operational data and colleague feedback to enhance service quality and efficiency.
• Support revenue optimisation initiatives through effective upselling, cross-selling and promotion of the Shangri-La Circle loyalty programme.
• Ensure the accuracy and integrity of Front Office operations, including room allocation, cashiering, billing, guest accounts and system administration.
• Collaborate closely with Housekeeping, Reservations, Concierge, Security, Engineering, Food & Beverage and other departments to deliver a seamless guest experience.
• Assist in workforce planning, scheduling, productivity management and cost control initiatives while maintaining service excellence.
• Support compliance with hotel policies, health and safety requirements, security procedures and regulatory standards.
• Champion the hotel's Environmental, Social and Governance (ESG) commitments and sustainability initiatives within Front Office operations.
• Act as the department leader in the absence of the Front Office Manager, ensuring business continuity and operational effectiveness.
• Participate in hotel projects, task forces and cross-functional initiatives as assigned.
• Perform any other duties as assigned by Management.

Requirements

• Diploma or Degree in Hospitality Management, Hotel Management, Business Administration or a related discipline.
• Minimum 3-5 years of Front Office experience in an international luxury hotel environment, including supervisory or leadership responsibilities.
• Demonstrated passion for hospitality and commitment to delivering exceptional guest experiences in line with Shangri-La's service philosophy.
• Strong guest relations, service recovery and problem-solving skills, with the ability to anticipate guest needs and exceed expectations.
• Proven leadership capabilities with the ability to coach, mentor, develop and inspire a diverse team of colleagues.
• Sound knowledge of Front Office operations, hotel property management systems (PMS), cashiering procedures and guest engagement platforms such as Medallia.
• Strong interpersonal, communication and presentation skills with the ability to build positive relationships with guests, colleagues and stakeholders.
• Commercially minded with a good understanding of revenue enhancement, upselling strategies, productivity management and cost control.
• Ability to analyse guest feedback and operational data to drive continuous improvement and service excellence.
• Strong organisational and decision-making skills, with the ability to remain calm, professional and guest-focused in a dynamic environment.
• High level of integrity, professionalism and attention to detail.
• Familiarity with Shangri-La Circle loyalty programmes and luxury hospitality service standards is an advantage.
• Committed to fostering an inclusive, collaborative and high-performance work culture.
• Flexible to work rotating shifts, weekends and public holidays according to operational requirements.
• Proficient in written and spoken English; additional language capabilities will be an advantage.