Manager (Housing Services, Front Office)
4 weeks ago
Responsibilities
- 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.
- 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.
- 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.
- 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.
- Ensure compliance with safety, security, and data privacy regulations.
- Conduct periodic audits and implement corrective actions when necessary.
- 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.
- 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.
- 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.
- 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.
- Location: Kent Ridge Campus
- Organization: University Campus Infrastructure
- Department: Campus Life
- Employee Referral Eligible: Yes
- Job requisition ID: 30131
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