Front Office Operations Lead

6 days ago

Singapore beBeeCustomer Full time $40,000 - $60,000
Guest Relations Manager Job Description

The role of a Guest Relations Manager involves overseeing the smooth operation of Front Office functions, including Reception, Concierge, Communications, and the Club Lounge. As the key contact for guest issues or Hotel emergencies in the absence of Senior Management, you will handle all guest complaints and feedback professionally.

Responsibilities:
  • Responsible for the overall operations of Front Office functions.
  • Acts as the key contact for guest issues or Hotel emergencies.
  • Handles all guest complaints and feedback professionally.
  • Jointly participates in sales calls with Sales Team to Japanese companies.
  • Ensures adherence to established standards and procedures for reception and cashiering.
  • Provides leadership and support to the team through guidance and training.
  • Leads by example, fostering a positive work culture that encourages teamwork, accountability, and excellence.
  • Attends daily internal operations meetings in the absence of Front Office Manager.
  • Reviews guest preferences and feedback to inform Management decisions.
  • Remains up-to-date on market practices and recommends new work processes for improved efficiency and productivity.
  • Drives and promotes Front Office goals and initiatives.
  • Develops and implements strategies to enhance guest satisfaction and loyalty.
  • Conducts regular performance evaluations and provides feedback to team members.
  • Participates in recruitment and onboarding processes for new staff members.

Requirements:

  • Strong interpersonal and communication skills.
  • At least 2 years of hospitality experience.
  • Diploma in Hotel Management and/or Diploma in Tourism Studies preferred.
  • Excellent knowledge of Opera system required.
  • Proficient in MS Word, Excel, and PowerPoint applications.
  • Basic foundation of F&B service operations knowledge preferred.
  • Able to work weekends/public holidays and 3 rotating shifts.
  • Business-level Japanese language skills required to handle Japanese-speaking guests.

Why You'll Love This Role

This role offers a unique opportunity to make a real impact on our Front Office operations and contribute to delivering exceptional guest experiences. If you're passionate about providing outstanding customer service, leading a high-performing team, and driving business growth, we'd love to hear from you

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