Manager (Housing Services, Front Office)

Company description:

The National University of Singapore is the national research university of Singapore. Founded in 1905 as the Straits Settlements and Federated Malay States Government Medical School, NUS is the oldest higher education institution in Singapore

Job description:

Job Description

Operations Management

• Manage the daily activities of the front desk and meeting room.

• Ensure smooth check-in/check-out processes and address operational challenges proactively.

• Monitor lobby and public areas to maintain cleanliness, order, and a welcoming atmosphere.

Guest Service Excellence

• Serve as the primary point of contact for escalated guest concerns, requests, and feedback.

• Ensure guest needs and expectations are met with professionalism and efficiency.

• Collaborate with other departments to accommodate special guest requests or VIP arrangements.

Staff Management

• Recruit, train, schedule, and supervise Front Office staff.

• Conduct regular performance reviews, coaching, and motivation to foster a high-performing team.

• Promote a culture of service excellence and teamwork.

Financial & Administrative Oversight

• Oversee cash handling, billing, and front office-related financial transactions.

• Monitor budgets, control costs, and optimize resource allocation.

• Prepare operational reports and contribute to strategic planning.

Compliance & Safety

• Ensure compliance with safety, security, and data privacy regulations.

• Conduct periodic audits and implement corrective actions when necessary.

Strategic Planning & Collaboration

• Participate in developing service improvement initiatives and departmental goals.

• Work with marketing and events teams to support promotional activities and special events.

• Contribute to sustainability efforts and organizational innovation.

Qualifications

Education and Experience

• Diploma or Bachelor's degree in Hospitality Management, Business Administration, or a related field.

• Minimum 5 years of experience in front office operations, with at least 2 years in a leadership or supervisory role, preferably in a hospitality or service-oriented environment.

• Proficiency in property management systems and office software.

• Familiarity with guest-facing technologies such as kiosks, mobile check-in platforms, service robots, and omni-channel communication tools.

Competencies

• Leadership: Ability to lead, inspire, and develop a team.

• Customer Focus: Commitment to delivering excellent guest service.

• Organizational Skills: Effective time management and prioritization.

• Decision-making: Capable of handling complex situations calmly and efficiently.

• Adaptability: Ability to work under pressure and adjust to changing priorities.

• Service mindset with attention to detail.

• Ability to work flexible hours, including weekends and public holidays, as required.

Skills and Abilities

• Excellent interpersonal and communication skills, both written and verbal.

• Strong problem-solving and conflict resolution abilities.

• Ability to train and motivate staff in both service and technology adoption.

• Skilled at managing guest expectations while maintaining operational efficiency.

• Technologically savvy, with the ability to promote and troubleshoot guest-facing systems like kiosks, mobile apps, robots, and omni-chat platforms.

• Ability to analyze data and generate reports to monitor performance, identify trends, and recommend improvements.

• Additional language proficiency would be advantageous for communicating effectively with customers from diverse linguistic backgrounds.

More Information

Location: Kent Ridge Campus

Organization: University Campus Infrastructure

Department : Campus Life

Employee Referral Eligible: Yes

Job requisition ID : 30131