Front Office Manager

RB CORP PTE. LTD.; Singapore; On-site; SGD 65,000 - 90,000; Full time

Job summary

InterContinental Hotels & Resorts in Singapore is seeking a Rooms Division professional to oversee all front office operations, including guest registration, concierge, reservations, and night audit, to deliver a premium guest experience. The role focuses on budget coordination, cost control, labour management, and reporting to support annual plans, with emphasis on upselling and occupancy optimization.

A Bachelor's in Hotel Management or related field with 2 years in front office leadership

Qualifications

• Bachelor's degree or equivalent in Hotel Management/Business Administration.
• Minimum 2 years of Front Office/Guest Service experience including management.
• Strong leadership and communication skills.

Responsibilities

• Oversee all front office operations to deliver a unique guest experience.
• Assist in budgeting and monitor departmental costs against budget.
• Prepare daily/periodic reports to support planning.
• Lead Front Office team and manage staffing and performance.
• Maintain inter-department relationships to ensure seamless service.
• Uphold brand standards and ensure VIP guest recognition.

Skills

Front Office Management

Guest Service

Budgeting

Leadership

Revenue Optimization

Education

Bachelor's degree in Hotel Management/Business Admin

Job description

About us

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

Your day to day

Under the general direction of the Rooms Division Manager, support and oversee all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations) to deliver guest experience that is unique and brings the brand to life.

Financial Returns

Assist in coordinating the preparation of the departmental annual budget

Control and monitor departmental costs/expenses on an ongoing basis to ensure performance against budget.

In the absence of the Rooms Division Manager, prepare and submit statistical, performance and forecast reports as necessary, to facilitate Annual budget and strategic plan preparation and provide management with marketing information.

Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.

Oversee night audit function and preparation of daily financial reports.

Develop plans to increase occupancy and ADR through walk-ins and up selling at the front desk.

Guest Experience

Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition

Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue

Monitor Front Office, and particularly Guest Relations personnel, to ensure IHG One Rewards members, Ambassadors, known repeat guests and other VIPs receive special attention and recognition

People

Plans for future staffing needs with the Rooms Division Manager

Recruits in line with company guidelines

Prepares detailed induction programmes for new staff

Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation

Ensures training needs analysis of Front Office staff is carried out and training programmes are designed and implemented to meet needs

Conducts probation and formal performance appraisal in line with company guidelines

Maintains up to date staff records and approves leave requests etc

Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

Regularly communicates with staff and maintains good relations

Responsible Business

Assists the Rooms Division Manager in all aspects of their duties

Assist Rooms Division Manager in execution of the management of staff

Control the availability of rooms, rooms types, accuracy of room count and rate categories

Maximize occupancy, revenue and average rate while maintaining high service standards

Liaise with Housekeeping Department to ensure room image is maintained and the \"Room Ready on Arrival\" policy is adhered to

Turn away guests if occupancies deem it necessary ensuring no good-will is lost

Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met

Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out

Know system recovery procedures

Interpret computer reports

Compile statistics for front office and provide reports relating to that area

Continually check the accuracy of room count

Approve upgrades and special amenities in absence of the Rooms Division Manager

Maintain inter-departmental relationships to ensure seamless customer service

Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival

Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

Provide input for Front Office Departmental Meetings and deputizes in cases of absence

Promote Inter-hotel sales and in house facilities

What we need from you

Bachelor's degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 2 years of Front Office/Guest Service experience including management experience.