Front Office Manager - Ji Hotel Orchard Singapore

H WORLD HOLDINGS SINGAPORE PTE LTD; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

H WORLD HOLDINGS SINGAPORE PTE LTD requires an experienced Front Office Manager to oversee daily hotel operations and lead the Front Office team. The role focuses on service standards, guest relations, duty rostering, and collaboration with Sales, Housekeeping and Revenue teams.

The ideal candidate has supervisory hotel experience, fluent English and Mandarin, and thrives in a fast-paced environment while ensuring guest satisfaction.

Qualifications

• Front Office leadership in hotel/hospitality
• Strong customer service and guest-relations skills
• Experience coaching and developing a Front Office team
• Ability to manage rostering and staffing
• Excellent communication in English and Mandarin

Responsibilities

• Oversee daily Front Office operations and ensure service standards.
• Lead, supervise, coach and support the Front Office team.
• Prepare and manage Front Office duty roster with staffing coverage.
• Ensure professionalism and grooming standards across Front Office staff.
• Greet VIPs and special guests when required.
• Handle guest inquiries, feedback and complaints promptly.
• Maintain visible guest contact and positive guest experiences.
• Make operational decisions to address guest and employee matters.
• Coordinate with Sales, Housekeeping, Revenue and other departments.
• Coordinate with HR on training and development.
• Conduct performance reviews and staff development.
• Assist in budgeting, cost control and manpower planning.
• Ensure guest safety and emergency procedures are followed.

Skills

Leadership

Guest relations

Team supervision

Staff training

Problem solving

Communication

Multilingual English/Mandarin

Tools

Scheduling software

Job description

Job Description

We are looking for an experienced and service-oriented Front Office Manager to oversee the daily operations of our Front Office Department.

The successful candidate will be responsible for leading the Front Office team, maintaining high service standards, managing guest relations, preparing duty rosters, and ensuring smooth and efficient daily operations.

Key Responsibilities

• Oversee the daily operations of the Front Office Department and ensure compliance with hotel policies, procedures and service standards.

• Lead, supervise, coach and support the Front Office team to ensure smooth and efficient operations.

• Prepare and manage the Front Office duty roster, ensuring sufficient manpower coverage according to operational needs.

• Ensure all Front Office employees perform their assigned duties effectively and maintain professional service and grooming standards.

• Welcome and assist VIPs and special-attention guests when required.

• Handle guest enquiries, feedback and complaints promptly, professionally and tactfully, with proper follow-up.

• Maintain a visible presence in guest contact areas and actively engage with guests to ensure a positive experience.

• Manage daily operational challenges and make appropriate decisions in handling guest and employee matters.

• Monitor room inventory and work closely with relevant departments to support room revenue and occupancy objectives.

• Ensure Front Office reports are accurate and submitted in a timely manner.

• Work closely with Sales, Housekeeping, Revenue and other departments to ensure smooth hotel operations.

• Coordinate with Human Resources on employee training, performance management and development.

• Conduct performance reviews and provide guidance and development opportunities to Front Office employees.

• Assist in departmental budgeting, cost control and manpower planning.

• Ensure guest safety and security procedures, including emergency procedures, are properly followed.

Job Requirements

• Singapore Citizens and Permanent Residents (PR) only.

• Previous Front Office supervisory or management experience in the hotel or hospitality industry is preferred.

• Strong leadership and people management skills, with the ability to guide, motivate and manage a team effectively.

• Fluent in both English and Mandarin, as the role requires regular communication in both languages within a Chinese-brand hotel environment.

• High emotional intelligence with strong interpersonal and communication skills.

• Able to handle guest complaints, difficult situations and employee matters calmly, professionally and tactfully.

• Strong problem-solving, decision-making and organizational skills.

• Good manpower planning and duty roster management skills.

• Able to work independently and perform effectively in a fast-paced hotel environment.

• Must be willing and able to work on weekends and Public Holidays according to operational requirements.

Working Arrangement

5-day work week
Up to 44 working hours per week
Roster-based schedule, including weekends and Public Holidays