Front Office Duty Manager (24/7 Transit Hotel)

Changi Travel Services Pte Ltd; Singapore; On-site; SGD 56,000 - 89,000; Full time

Benefits offered by this job

5-day work week

Rotating shifts

24-hour hotel operations

Job summary

Changi Travel Services Pte Ltd seeks a Front Office Leader for its transit hotels at Changi Airport Terminal 1 and Terminal 3, with Terminal 2 added recently. The role requires managing front desk operations across shifts and ensuring guest satisfaction during a 5-day work week.

The position involves leading receptionists, handling high-pressure situations, coordinating with housekeeping, and upholding service standards. Night shifts are included as part of 24-hour hotel operations.

Qualifications

• Previous duty management or front office leadership experience.
• Strong understanding of front office operations and guest flow.
• Flexibility to work rotating shifts, including nights.

Responsibilities

• Take full responsibility for front office operations during the assigned shift.
• Lead and support receptionists directly, providing clear direction in the absence of front office supervisors.
• Manage desk coverage, task allocation and break scheduling to maintain service levels at all times.
• Maintain overall control of the front desk environment, pace and professionalism.
• Step in proactively during high-pressure situations to stabilise operations
• Monitor the guest journey from arrival to departure and intervene when issues escalated beyond receptionist authority.
• Handle complex guest complaints, sensitive situations and service failures personally.
• Apply service recovery measures responsibly, balancing guest satisfaction with hotel policies and operational constraints.

Skills

Front office leadership

Guest experience management

Shift management

Decision making under pressure

Communication

Job description

Changi Travel Services Pte Ltd seeks a Front Office Leader for its transit hotels at Changi Airport Terminal 1 and Terminal 3, with Terminal 2 added recently. The role requires managing front desk operations across shifts and ensuring guest satisfaction during a 5-day work week.

The position involves leading receptionists, handling high-pressure situations, coordinating with housekeeping, and upholding service standards. Night shifts are included as part of 24-hour hotel operations.