Front Office Lead - Guest Experience & Team Growth

Shangri-La-Hotels; Singapore; On-site; SGD 65,000 - 90,000; Full time

Job summary

JEN Singapore Tanglin by Shangri-La is seeking an Assistant Front Office Manager to lead daily Front Office operations, uphold Shangri-La service standards and foster a guest-centric, high-performing team. You will coach colleagues, drive guest engagement and satisfaction, manage VIP arrivals and departures, collaborate with Housekeeping and Reservations, and contribute to revenue optimisation.

This is a permanent role in a luxury hotel environment with clear opportunities for professional

Qualifications

• Diploma or Degree in Hospitality Management or related discipline.
• Min 3–5 years Front Office experience in an international luxury hotel, including supervisory responsibilities.
• Demonstrated leadership and ability to coach, mentor and develop a diverse team.
• Strong guest relations, service recovery and problem-solving skills; English proficiency essential, additional languages advantageous.
• Familiarity with Front Office operations, PMS and guest engagement platforms such as Medallia.

Responsibilities

• Oversee day-to-day Front Office operations and ensure service delivery aligns with Shangri-La brand standards.
• Lead by example to create memorable, personalised guest experiences with warmth and hospitality.
• Ensure smooth arrival, stay and departure experiences for all guests, including VIPs and long-stay guests.
• Monitor the guest journey and identify opportunities to exceed expectations and drive loyalty.
• Drive Medallia performance and guest satisfaction through feedback review and continuous improvement actions.
• Respond promptly to guest concerns and ensure effective resolution and guest delight.
• Maintain guest profiles and preferences to enable personalised service across departments.
• Collaborate with Housekeeping, Reservations, Concierge, Security, Engineering, F&B and other departments to deliver a seamless guest experience.
• Assist in workforce planning, scheduling, productivity management and cost control while maintaining service excellence.
• Champion ESG commitments and sustainability initiatives within Front Office operations.

Skills

Leadership

Guest relations

Problem solving

Communication

Upselling skills

Team coaching

Analytical thinking

Decision making

Education

Diploma or Degree in Hospitality Management, Hotel Management, Business Administration or related discipline

Tools

PMS

Medallia

Cashiering systems

Job description

JEN Singapore Tanglin by Shangri-La is seeking an Assistant Front Office Manager to lead daily Front Office operations, uphold Shangri-La service standards and foster a guest-centric, high-performing team. You will coach colleagues, drive guest engagement and satisfaction, manage VIP arrivals and departures, collaborate with Housekeeping and Reservations, and contribute to revenue optimisation.

This is a permanent role in a luxury hotel environment with clear opportunities for professional