Service Manager

At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.

We are looking for a Front Office Reception Manager, to join our team

Job Responsibilities:

General Operations

• To have complete knowledge of the operational systems of the Front Office, Guest Service/Switchboard and other related systems.
• To have complete knowledge of Shangri-La's standard operating policies and procedures relating to the Front Office operation.
• To have complete knowledge of Shangri-La's current corporate Rooms programmes and local programmes

People Management/Ledership

• Provides Visible and Hands-On Leadership: Demonstrates active, front-line leadership to guide and support the team.
• Leads by Example: Sets high standards through personal conduct and professional behavior.
• Identifies and Recommends Improvements: Observes operations and suggests enhancements for service and performance.
• Supports Team Development: Collaborates on training initiatives and performance reviews to build team capability.

Guest Experience

• Champions Guest Experience and Feedback: Ensures guest preferences are captured and acted upon, drives guest delight through personal interactions, and actively gathers and responds to feedback to improve services.
• Leads Team and Upholds Standards: Supervises staff to maintain adherence to hotel policies, participates in core projects, and ensures consistent delivery of service excellence.

Operational Compliance

• Oversees Daily Front Office Operations: Reviews room availability, staff schedules, guest movements, equipment functionality, and shift handover reports to ensure smooth operations.
• Acts as Guest Liaison: Handles all guest-related matters and operational decisions in the absence of senior management, ensuring service continuity and guest satisfaction.
• Monitors Financial Accuracy and Compliance: Ensures correct posting of charges, reviews PM/PY folios, attends credit meetings, and supports compliance audits and internal control checks.
• Drives Performance and Incentive Programs: Promotes upselling, enrolment, and other departmental initiatives to enhance revenue and staff engagement.
• Maintains Service Standards and Team Coordination: Conducts regular spot checks, manages the front desk roster, and coordinates with MICE specialists to align staffing with group movements and events.
• Leads Emergency Preparedness and Response: Ensures guest and staff safety during emergencies, coordinates with ERT and CMT, and is well-versed in emergency procedures and services.
• Promotes Sustainability and Community Engagement: Supports environmental initiatives in the workplace and encourages departmental participation in corporate social responsibility and community programmes.
• Manages Team Operations and Development: Oversees recruitment, training, performance reviews, roster planning, and disciplinary matters to maintain a high-performing team.

Job Requirements:

• Pleasant and has a passion in the hospitality industry.
• Due to the nature of the front office operations where the role requires frequent communication with guests (e.g. speaking to guests who are fluent in Mandarin/Arabic/Other languages over the phone or at the concierge), the incumbent is required to have fluent English speaking/written skills with knowledge of a second language as an advantage.
• Has minimally 2 years' in a supervisory role at front office in a hotel/hospitality setting.