Front Office Manager (The Laurus)

RESORTS WORLD AT SENTOSA PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A luxury hospitality provider in Singapore is seeking a Front Office Manager to ensure exceptional service and manage the Front Office team. The ideal candidate has at least 6 years of experience in a 5-star property and holds a Diploma or Degree in Hospitality or Tourism management. Responsibilities include developing operational policies, conducting training, and handling guest feedback effectively.

Qualifications

• Minimum 6 years' experience in similar capacity in a 5-star property.
• Knowledge of Opera / Opera Cloud required.
• Ability to remain calm under pressure.

Responsibilities

• Develop and update Front Office operations policies and procedures.
• Conduct training programs for Front Office team.
• Handle guests’ feedback professionally and resolve issues.

Skills

Leadership skills

Problem-solving skills

Communication skills

Organizational skills

Team player

Education

Diploma or Degree in Hospitality or Tourism management

Tools

Opera / Opera Cloud

Process management tools

Job description

Job Summary

We are seeking an experienced and dynamic Front Office Manager to join our team. This role is responsible in ensuring that guests receive exceptional service from check-in and check-out, while managing and mentoring the front office team to create a friendly and welcoming environment. You’ll play a key role in the overall success of the Front Office operations, acting as the management representative for the Hotel, to ensure guest satisfaction.

Key Responsibilities

• Develop, review and update the policies and procedures for Front Office operations.
• Conduct and support on-going Training programs for Front Office team, especially On-the-Job Training.
• Ensure that the established quality standard and high level of work performance are maintained, including grooming and conduct standards.
• Proactively handle guests’ feedback in a professional manner, ensuring resolution to guest satisfaction.
• Ensure consistent high standard of recognition for all VIP guests including Marriott Rewards platinum and gold level elite guests.
• Plan and prepare work schedule for all sections within Front Office and ensure adequate daily manning according to the Hotel’s occupancy.
• Implement and maintain Front Office procedures, systems and controls.
• Ensure regular and ongoing communications among the team, such as briefing for pre-shift, handover shift, discussions and meetings.
• Deliver a clear and consistent message to the team on departmental goals to achieve desired results.
• Be familiar with the roles and responsibilities of all positions within Front Office, to render coverage to the team as and when required.
• Ensure property policies are administered with consistency; procedures and documentation are completed and maintained according to Standard Operating Procedures (SOPs) and support peer review process.

Required Qualifications

• Diploma or Degree in Hospitality or Tourism management.
• Minimum 6 years' experience in similar capacity in a 5-star property.
• Knowledge of Opera / Opera Cloud and proficiency in process management tools.
• Hold strong organizational and leadership skills, with an eye for detail for process improvement.
• A team player who is self-motivated and able to remain calm and resourceful under pressure.
• Excellent communication, leadership, problem-solving and interpersonal skills.