Front Office Team Lead — Guest Experience

COMO Metropolitan Singapore; Singapore; On-site; SGD 42,000 - 56,000; Full time

Job summary

COMO Metropolitan Singapore, located on Bideford Road in the heart of Singapore, seeks an experienced Front Office lead to supervise daily operations across Guest Service Agents, Front Desk, and Bell staff. You will deliver personalised guest service and uphold COMO’s standards while coordinating with Housekeeping and other departments.

Strong knowledge of room types, VIP handling, and upsell opportunities is required.

Responsibilities

• Supervise the daily operation of the Front Office Department, which includes Guest Service Agents, Front Desk, Bell person.
• Communicate with guests per hotel policies to understand needs and concerns; create a preference log for repeated guests.
• Implement Duty Rosters for each area to ensure adequate staffing for consistent service.
• Ensure stock of essential items at the Front Desk (stationeries, guest supplies).
• Be fully knowledgeable of room types, sales types, guest types, VIP codes and room rates; know room layouts and features.
• Monitor upsell program and ensure staff promote to designated guests daily.
• Be present at the Front Desk during guest arrivals and departures.
• Conduct regular training sessions to ensure Front Office employees can perform all tasks.
• Attend training programs as instructed by manager.
• Possess knowledge of all hotel fire and safety procedures.
• Conduct daily briefings to ensure Front Office staff are familiar with hotel operations.
• Liaise with Housekeeping to ensure rooms are available and Vacant Ready for arrival guests.
• Coordinate with bell staff for luggage delivery and collection on arrival/departure.
• Address guest complaints promptly to ensure maximum satisfaction.
• Obtain Front Office Log Book and note daily happenings at the Front Desk.
• Ensure proper training for Guest Service Assistants in cashiering and reception duties (currency exchange, settlement, check-in/out).
• Adhere to hotel credit limit procedures and liaise with Accounts as needed.
• Check guest correspondence prior to arrival and follow up on special requests.
• Enter all reservations into the Property Management System and allocate correct room types.
• Upsell hotel products to maximise occupancy and average rate.
• Verify rooms blocked for V.I.Ps and ensure amenities are in place.
• Inform department heads of VIP arrivals and ensure smooth operation.
• Keep daily tour excursion boards updated and schedules in place.
• Ensure prompt delivery of messages, faxes, and mail to guests.
• Complete documentation such as welcome letters, special requests, departure notices including guest bills, excursions, etc.
• Ensure proper shift handovers and cashiering close-out.
• Update Front Office Bulletin Board daily and brief all employees.
• Encourage teamwork and good relations among staff.
• Assist with recruitment, evaluation, and discipline of Front Office staff.
• Assist with mentoring, coaching, hiring, and discipline as needed for Front Office team members.
• Support COMO’s sustainability goals by implementing environmentally responsible practices.

Job description

COMO Metropolitan Singapore, located on Bideford Road in the heart of Singapore, seeks an experienced Front Office lead to supervise daily operations across Guest Service Agents, Front Desk, and Bell staff. You will deliver personalised guest service and uphold COMO’s standards while coordinating with Housekeeping and other departments.

Strong knowledge of room types, VIP handling, and upsell opportunities is required.