Front Office Manager

Studio M Hotel Singapore; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hotel in Singapore is seeking a Front Office Manager to oversee operations and ensure exceptional guest experiences. The role involves budget management, team leadership, and fostering a service-oriented environment. Ideal candidates will have a strong background in hospitality management and a passion for customer service.

Qualifications

• Experience in a supervisory role within the hospitality industry.
• Strong understanding of hotel operations and guest services.
• Ability to manage budgets and lead teams effectively.

Responsibilities

• Assist in preparing and managing the Department’s budget.
• Monitor front office personnel for guest satisfaction.
• Conduct monthly departmental meetings to review procedures.

Skills

Customer Service

Team Leadership

Budget Management

Communication

Problem Solving

Education

Degree in Hospitality Management or related field

Job description

Job Description

• Maintain knowledge of credit policies and procedures, liaising closely with the Finance Department to ensure proper execution of credit procedures.

• Assist the Financial Controller in preparing and managing the Department’s budget.

• Monitor front office personnel to ensure guests receive prompt, courteous attention and personal recognition.

• Ensure VIP guests, including diamond members and repeat guests, receive special attention and recognition.

• Maintain inter-departmental relationships to ensure seamless customer service.

• Conduct comprehensive monthly departmental meetings to review procedures and address special handling events.

• Communicate relevant information, such as VIP arrivals and departures, to the General Manager or delegate.

• Compile statistics for the front office and generate related reports.

• Prepare efficient work schedules for Front Office staff, considering occupancy forecasts and group movements.

• Collaborate with Human Resources on manpower planning and management.

• Maintain a professional appearance, greet guests hospitably, and offer assistance at all times.

• Keep the entrance and main door area clean, tidy, obstacle-free, and ensure traffic flow is controlled.

• Provide accurate information about the hotel’s services and facilities to guests.

• Stay informed about daily hotel activities and events.

• Familiarize with VIP guests and address them by name when possible.

• Promote teamwork and quality service through daily communication, coordination, and employee engagement initiatives.

• Develop programs to improve employee engagement aligned with our Service Culture.

• Set performance and development goals for team members, providing mentoring, coaching, and feedback.

• Oversee salary, disciplinary, and staffing actions in accordance with company policies.

• Lead the team in responding to guest complaints and requests, ensuring prompt corrective actions for guest satisfaction.

• Ensure furnishings, facilities, and equipment are clean, well-maintained, and in good repair.

• Be familiar with system recovery procedures.

• Maintain high standards of conduct, dress, hygiene, uniforms, and appearance among departmental staff.

• Perform any other duties as assigned.