Assistant Front Office Manager — Elevate Guest Experience

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

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.