Hotel Front Office Manager

NUVE WAREHOUSE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A luxury hotel in Singapore is seeking a Hotel Front Office Manager to oversee all hotel operations and ensure guest satisfaction. The ideal candidate will manage a team in the Front Office and Housekeeping departments, enhance operational procedures, and handle customer inquiries effectively. With a strong focus on service quality and team leadership, this position requires at least 5 years in a managerial role and excellent communication skills. Join our team and contribute to creating exceptional experiences for our guests.

Qualifications

• At least 5 years of experience in a managerial role or 6 years in front desk operations.
• Must possess integrity and drive.
• Able to correspond in writing with customers and staff.

Responsibilities

• Ensure smooth hotel operations and guest satisfaction.
• Manage the Front Office and Housekeeping teams.
• Improve operational procedures and train new staff.

Skills

Good communication skills

Leadership skills

Problem-solving skills

Ability to work under pressure

Resourcefulness

Education

Degree or Diploma in Hospitality or equivalent

Job description

Profile

Job Title: Hotel Front Office Manager

Department: Front Office

Work Location: The Warehouse Hotel

The Warehouse Hotel sits along the Singapore River in a restored 1895 warehouse. Our curated, design‑led rooms blend heritage with contemporary comfort, giving guests a experience grounded in culture and quiet luxury.

Job Summary

Responsible for ensuring hotel operations run smoothly and satisfying guests’ needs through attending to their enquiries and providing solutions and good customer service. Identify operation gaps and improve hotel review ratings across all OTA, TripAdvisor and social media.

Duties and Responsibilities

Operations

• Improving operational procedures.
• Managing a team of staff under Front Office and Housekeeping departments.
• Ensuring smooth operations by preparing roster and arranging shift cover for last‑minute leave/medical leave.
• Checking all emails and OTA messages are replied promptly within a day.
• Checking all payments are charged for non‑refundable bookings and cancellable bookings charged based on the cancellation policy.
• Checking no outstanding payments for in‑house and check‑out guests.
• Ensuring accuracy of daily reports.
• Providing training to new joiners.
• Covering shift when necessary.
• Checking and monitoring inventory level.
• Preparing reports.

Customer Service

• Ensuring all guests’ special requests prior to check‑in and arranging accordingly.
• Listening and attending to guests’ concerns and complaints and ensuring their concerns/complaints are dealt with amicably.
• Checking on OTA reviews and following up on the complaints mentioned in the review to ensure no repeat of similar issue. Complimenting the team if there are good reviews mentioning specific GRO/Housekeeping.
• Bringing up online review ratings.

Housekeeping and Maintenance

• Checking of guest rooms before guest arrival.
• Ensuring good communication between Housekeeping and Front Desk Department.
• Enhancing, improving and suggesting with GM on the overall hotel and hotel guest rooms experience.

Revenue Management

• Increasing ADR.
• Managing hotel room rates and allotments.
• Knowing OTAs and hotel rates and promotions.
• Managing hotel expenses.
• Hitting monthly hotel revenue target.
• Assisting in collections of any outstanding payments.

Job Holder’s Specifications

• Possesses a Degree or Diploma in Hospitality or equivalent.
• Has at least 5 years of experience in a managerial role or at least 6 years of front desk experience.
• Must possess integrity and drive.
• Must be highly independent and resourceful.
• Possess good communication and leadership skills.
• Able to correspond in writing with customers, suppliers and internal staff.
• Able to withstand work pressure and guests’ demands.