Senior Front Office Duty Manager - Guest Experience Lead

TPC HOTEL PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TPC HOTEL PTE. LTD. in Singapore seeks an experienced Front Office Leader to drive personalized guest service and oversee daily operations.

You will coach the team, manage check-in/check-out, and ensure high standards across VIP arrivals, room allocations, and guest profiles within PMS for a superior guest experience. The role requires a strong background in luxury hotel operations, staff development, and the ability to lead, mentor and deliver KPI-driven results while maintaining composure

Qualifications

• Minimum of 5 years hotel operational experience, Front Office essential, 5 star luxury environment preferred.
• Strong operational background with brand standards management.
• Project professional image at all times through presentation/interpersonal skills.
• Experience in the coaching and development of a professional management team.
• Recruitment, selection and training of team members.
• Able to initiate contact and establish rapport easily.
• Efficient organization of time and work.
• Ability to influence others to achieve common goals.
• Lead, develop and mentor the Front Office team.
• Develops and maintains cooperative working relationships.
• Excellent numeracy, verbal and written communication skills.
• Willingness to undertake further development.

Responsibilities

• Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department.
• Management of the Front-Office operations to achieve a reputation as a market leader in personalized and customer focused service.
• Coaching and training the Front Office team to improve or maintain high service standards.
• Oversee guest arrivals and departures, ensuring room allocations and check-in/check-out follow procedures and are customer centric.
• Assist Front Office for check-in and check-out whenever required in an effective and efficient manner.
• Oversee daily movement of guest activities and resolve guest complaints to maintain amicable relationships with guests.
• Ensure guest profiles are updated in PMS and contribute to the Return Guest program.
• Oversee ad-hoc projects such as Upselling, Loyalty Recruitment, Guest Experience and Stocks Inventory.
• Prepare Front Office work schedules and submit for approval in a timely manner.
• Prepare monthly reports for Front Office and collaborate with Housekeeping and Reservations on KPIs.
• Monitor upsell program and motivate team to achieve targets; counsel under-performing associates if needed.
• Liaise with Reservations to ensure accurate room allocation and yield maximization.
• Coordinate with Engineering for maintenance requests and ensure completion.
• Liaise with Housekeeping to maintain room cleanliness and VIP room readiness.
• Ensure public areas are clean and well presented; welcome VIPs in management's absence.
• Supervise lobby services (valet, bellmen) for efficient guest arrivals/departures.
• Ensure night audits are conducted effectively and accurately.
• Provide management presence at Front Office and in the lobby during key periods.
• Check Front Office cashier closure for accuracy and reconcile discrepancies at shift end.
• Monitor Front Office team shift duties to ensure timely completion.
• Coordinate with security in investigations and reporting of irregularities.
• Adhere to Emergency Communication procedures; respond to media queries only via spokesperson.
• Represent Management in their absence during emergencies; conduct regular hotel patrols.
• Support Sofitel Vision and demonstrate Sofitel Values; respond to other reasonable requests.

Skills

Coaching

Recruitment

Leadership

Time management

Communication

Staff development

Job description

TPC HOTEL PTE. LTD. in Singapore seeks an experienced Front Office Leader to drive personalized guest service and oversee daily operations.

You will coach the team, manage check-in/check-out, and ensure high standards across VIP arrivals, room allocations, and guest profiles within PMS for a superior guest experience. The role requires a strong background in luxury hotel operations, staff development, and the ability to lead, mentor and deliver KPI-driven results while maintaining composure