Guest Experience & Front Office Leader

young women's christian association of singapore; Singapore; On-site; SGD 54,000 - 80,000; Full time

Job summary

YWCA Singapore is seeking a Duty Manager to oversee daily front office operations and ensure service excellence. You will develop operational plans, manage VIP services, monitor room inventory, and drive service recovery in a compliant environment.

The role requires coordinating with multiple departments, maintaining guest relationships, and guiding the team to deliver consistent quality while prioritising safety and efficiency in a busy hospitality setting.

Qualifications

• Minimum 2 years of relevant front office experience.
• Strong working knowledge of Opera system.
• Proficiency in Microsoft Word, Excel and Outlook.

Responsibilities

• Manage front office operations.
• Collaborate with departments to fulfill guests' special requirements.
• Develop and implement operational plans aligned with front office procedures and service standards.
• Identify and resolve deviations and irregularities in front office services to maintain quality.
• Manage personalised reception services for VIP guest arrivals and departures.
• Monitor front office operations to ensure compliance with organisational standards and procedures.
• Track room inventory levels and reconcile discrepancies to maintain accuracy.
• Respond to incoming emails promptly and follow up on required actions.
• Ensure luggage storage in the baggage room is controlled, recorded, and orderly at all times.
• Review operational reports and statistics to monitor and report departmental performance.
• Update digital signage daily with accurate information on F&B activities and events.
• Build and maintain guest relationships to encourage repeat visits.
• Engage with guests to collect feedback on service quality for continuous improvement.
• Manage service recovery for escalated guest concerns, maintaining proper records.
• Oversee team service performance to meet guests’ needs and ensure satisfaction.
• Review and recommend improvements to systems and processes to enhance workflow and productivity.
• Manage departmental operating expenses to stay within budget.
• Respond effectively to emergency situations to ensure guest and staff safety.
• Implement compliance management for data protection and organisational security in guest registration and financial transactions.
• Report all emergencies and incidents immediately during night shifts with proper documentation.
• Provide mentoring and guidance to enhance staff work performance.
• Conduct daily briefings to align team objectives and updates.
• Maintain accurate daily operations records.
• Participate in meetings as required.

Tools

Opera system

Microsoft Word

Excel

Outlook

Job description

YWCA Singapore is seeking a Duty Manager to oversee daily front office operations and ensure service excellence. You will develop operational plans, manage VIP services, monitor room inventory, and drive service recovery in a compliant environment.

The role requires coordinating with multiple departments, maintaining guest relationships, and guiding the team to deliver consistent quality while prioritising safety and efficiency in a busy hospitality setting.