Hotel Front Office Leader: Guest Service & Night Operations

Orchard Hotel Singapore

Singapore

On-site

SGD 70,000 - 110,000

Full time

14 days+

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Job summary

Orchard Hotel Singapore is seeking a Front Office Manager to lead the front desk team and oversee daily operations, guest service, and revenue initiatives. This role emphasizes strong communication, emergency procedures, and collaboration with other departments.

You will ensure service standards, handle guest concerns, and maintain accurate reports. Responsibilities include night audit, forecasts, balance sheets, and using Opera system for accounts, with emphasis on policy alignment and hotel

Responsibilities

Manage a team of Duty Managers and Front Office Executives.
To provide department orientations and trainings on the Hotel's service standards and procedures.
Ensure a smooth and efficient running of the Hotel's operation.
Supervise the activities and manpower deployment of the front office team on the assigned shift.
To assist with all departments in times of pressure where reasonably possible.
To assume responsibility for the running of the Hotel in the absence of senior management.
To coordinate guests and staff during an emergency and have good knowledge of fire procedures.
To liaise well with all departments, ensuring that communication of the day's activity is clear and understood.
To make sure that Company policy and the Vision are followed at all times.
To complete daily inspection and cleanliness of all hotel facilities.
To complete a full handover with the previous and following Duty Manager communicating directly where possible otherwise full details as appropriate in the DM file and email.
Running of night audit during day end.
To liaise with guests and ensure a strong host presence at all times, passing relevant information onto staff especially specific requirements or arrangements.
To ensure that the standards of service in all areas meet the required levels.
To deal with complaints quickly and efficiently and find suitable solutions to any problems that may arise, communicating issues to the AFOM and colleagues in a constructive and clear manner.
To ensure guests wishes are met if not exceeded so far as is reasonably possible.
To obtain feedback from guests and to use this to improve service and top pass on such to the AFOM and other relevant HODs.
Increasing revenue whenever possible (double selling of rooms, room inventory control)
Pushing of upsell
Assist in implementation of cost cutting measures
Write GIF whenever necessary with regards to guest incident
To prepare breakfast forecast
To look through guest deposit and balance to prepare High Balance Report
To keep track of pending accounts inside Opera system
To do Night Report