Front Office Manager

2 weeks ago

City Hall, Singapore Carlton Hotel (Singapore) Pte Ltd Full time $60,000 - $120,000 per year

Key Responsibilities

The Front Office Manager is responsible for overseeing the entire front office operations of the hotel, ensuring smooth and efficient guest service, managing staff, and maintaining high standards of customer satisfaction.

Team Leadership & Management

  • Supervise, train, and motivate front office staff including guest services agents, telephone operators, concierge and bellhop.
  • Conduct regular performance reviews and provide coaching to improve staff performance.
  • Manage staff scheduling to ensure adequate coverage during all shifts.

Guest Services & Satisfaction

  • Ensure exceptional guest experiences from check-in to check-out.
  • Handle guest complaints and resolve issues promptly and professionally.
  • Monitor guest feedback and implement improvements based on reviews.

Front Desk Operations

  • Oversee daily front desk operations, including reservations, registration, and billing.
  • Ensure efficient handling of guest check-in/check-out procedures.
  • Maintain accurate guest records and manage room inventory.

Room Availability & Sales Coordination

  • Regularly review room availability and collaborate closely with the Sales team to maximize room sales at all times.
  • Support revenue management strategies to optimize occupancy and average daily rates.

Financial Management

  • Monitor front office budgets and control expenses.
  • Oversee cash handling and ensure compliance with financial procedures.
  • Prepare reports on occupancy, revenue, and front office performance.

Coordination & Communication

  • Liaise with other operations departments (housekeeping, engineering, security etc.) to ensure seamless guest experiences.
  • Communicate daily updates, special requests, and VIP arrivals to relevant teams.

Compliance & Safety

  • Ensure adherence to hotel policies, health, safety, and security regulations.
  • Maintain confidentiality of guest information and hotel data at all time.

Technology & Systems Management

  • Manage front office software systems (PMS, POS, etc.) for reservations, billing, and reporting & also coordinate with IT to resolve technical issues affecting front office operations.

Education & Work Experience

  • Diploma or degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
  • Minimum 5 years of experience in front office operations, preferably in a supervisory or managerial role.
  • Experience working with hotel management software (PMS, POS systems) is essential.
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Customer service-oriented with problem-solving aptitude.
  • Proficiency in English; additional languages are a plus.

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