Senior Manager - Front Office

Marina Bay Sands; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

Marina Bay Sands is seeking a seasoned Front Office Manager to lead the lobby and front desk teams, ensuring seamless guest experiences across all touchpoints. You will partner with Hotel Operations, VIP services and training to uphold Forbes Travel Guide standards and drive guest satisfaction.

The role emphasizes strong leadership, budget awareness, staff development, and cross-department collaboration in a large upscale hotel environment, with a focus on NPS and service excellence.

Qualifications

• Experience leading a Front Office department in a large upscale hotel.
• Strong guest relations and problem-solving abilities.
• Excellent command of spoken and written English.
• Ability to recruit, motivate and direct a team.
• Proven budgeting and performance management skills.

Responsibilities

• Oversee lobby and Front Desk operations to ensure effective management.
• Coordinate with Front Office sub‑units: Room Controller, VIP Services, Front Office Account, Night Audit and Training.
• Respond to guest comments and requests promptly; coordinate with Service Management.
• Promote high service standards and ensure compliance with Forbes Travel Guide.
• Lead and develop Front Office and Group Operations teams; conduct appraisals.
• Prepare monthly performance reviews and participate in annual budgeting.
• Drive upsell opportunities, manage labor and operating expenses.
• Ensure data accuracy using the Property Management System and conduct regular audits.
• Participate in inter-departmental meetings and company initiatives.

Skills

Leadership

Guest relations

Problem-solving

English proficiency

Time management

Organisational skills

Motivational skills

Education

Degree in Hotel Management or related field

Tools

Property Management System

Microsoft Office

Job description

**WE TAKE YOU ABOVE BEYOND**Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.**Job Responsibilities**Operational Related* Oversee and assist in ensuring that the overall operations at the lobby and Front Desk counters are effectively managed.* Be conversant in the scope and roles of Group Operations and the sections within Front Office including Front Office Room Controller, VIP Services, Front Office Account, Front Office Night Audit and Front Office Training.* Take personal responsibility to resolve and respond to guest comments, requests and challenges in a timely and professional manner and communicate with Service Management for any necessary follow-up to maximize guest satisfaction* Be conversant of the operational flow of the various Hotel Operations departments to ensure seamless coordination of the guest service touchpoints across the hotel.* Collaborate closely with departments to ensure that quality standards are consistently met or exceeded in accordance with company guidelines and recognized external benchmark and legal requirements.* Regularly review Work Safety and Health measures to ensure alignment with government advisory and liaise with Legal and all stakeholders to make the necessary changes as and when required.* Ensure that the grooming standards of the Team Members are in accordance with the Hotel Operations established grooming guidelines.Departmental Related* Oversee the Front Office Managers and deputizes for the Hotel Manager in his/her absence as and when assigned.* Provide supervision, direction and leadership to the Team Members in Front Office and Group Operations.* Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction.* Works with department Training Manager in developing and executing training needs for all areas and ensuring that the service standards are delivered in accordance with Forbes Travel Guide standards.* Recommends appointments, promotions and development of all Team Members.* Establishes, assesses, conducts and maintains appropriate performance appraisals for Team Members according to agreed standards and takes necessary action to communicate/advise/assist according to performance levels.* Responsible for motivating, coaching and counseling Team members appropriately and in ensuring their job skills are constantly being improved and developed to exceed guests’ expectations.* Prepares and presents the monthly Hotel Performance Review for the department* Works with the Hotel Manager in preparing the yearly budget including identifying opportunities to maximise the profitability of the department by increasing upsell revenue, managing labour productivity and operating expenses.* Be directly involved in any service enhancement initiative and in the delivery and measurement of the Net Promoter Score (NPS), including following strategic planning to improve the score index.* Contributes ideas to and cooperates in the execution of strategic plan initiatives in support of the company vision, mission, value and guiding principles.* Ensures that the Property Management System is being used as intended and conduct audits from time to time. This is to ensure that data capture is accurate.* Conduct regular departmental meetings and attend scheduled inter-departmental meetings, ensuring that relevant information is disseminated as required.* Perform any other duties and responsibilities as and when assigned by Assistance Vice President, Hotel Operations and Hotel Manager.**Job Requirements**Education & Certification* Degree in Hotel Management or related field preferredExperience* Minimum 4 years managing a Front Office department of a large upscale hotel.* Strong leadership skills and ability to operate and successfully arbitrate in a complex international, multicultural environmentOther Prerequisites* Excellent guest relations and problem-solving skills* Have a good command of spoken and written English, knowledge of additional languages is an advantage.* Good planning and execution skills with ability to be persistent while focusing on detailed elements of tasks* Proven ability to recruit, motivate and direct a professional group of team members* Excellent time management, organizational, communication and motivational skills* Have impeccable follow-through* Meet the attendance guidelines of the job and adhere to departmental and company policies* Organize staffing effectively in the situation of sudden increases of business volume* Proficient in the use of Property Management System and Microsoft Office applications* Experience in preparing presentation materials* Pay attention to details and have strong customer service skills* Mature, meticulous, resourceful, organized and able to work independently* A team player and takes initiative to assist other Team Members when required* Have impeccable follow-through; and “Can Do” attitude and mindset* Well-groomed and professional disposition* Willing to work flexible hours, any day and any shift in correlation with business demands