Job Summary: The Front Office Manager is responsible for the overall management and operation of the Front Office department providing efficient service and meaningful experiences. You will foster a culture of hospitality, leading and directing the Front Office team towards achieving service excellence at all times and ensuring that every guest experience aligns with the hotel’s brand and service quality.
Key Responsibilities:
- Maintain a high guest service focus by always approaching your job with the guests in mind.
- Drive departmental objectives and oversee the daily operations and administration of the Front Office department which includes the Reception, Concierge and Communication Centre.
- Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.
- Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
- Flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain presence in the lobby, setting the example to team members for guest service.
- Coordinate with the Housekeeping and Engineering department to ensure that cleaning and maintenance is followed up with and procedures are maintained.
- Develop, implement and monitor action plans to make improvements to guests’ experience and / or address shortfalls in standards. Identify shortfalls before they affect guest experience.
- Carry out recruitment, selection and onboarding activities for all Front Office team members.
- Able to explain the standards to the team and train each team member individually with specific job skills checklists that relate to their responsibilities.
- Monitor and assess team members’ performance through regular review checks and feedback
- Plan, develop and conduct training for the team and identify and training gaps.
- Ensure the shift is reviewed, handovers and briefings are carried out.
- Maintain leave plans, monitor, control and minimize overtime for the department
- Maintain guest histories to assist with returning guests and VIPs.
- Review arrival list for all arrivals and VIPs, coordinating with all departments concerned to ensure that room allocation, amenities and special requests are arranged.
- Work closely with the VIP Services Manager, ensuring all VIP arrivals and departures are well organized. Welcome, escort and bid farewell to all VIP guests and any guests that require special attention.
- Continuously monitor and evaluate operations, policy and procedures of the Front Office. Identify opportunities to streamline processes and propose necessary productivity improvements to the Director of Rooms.
- Aid the Director of Rooms in the preparation of the monthly forecast and annual departmental budget. Control and review expenses, implementing control actions when needed.
- Be familiar with the hotel’s fire safety, security and emergency evacuation procedures. Coordinate with the Security team in times of crisis or vice activities within the hotel.
- Serve as the primary decision-maker when it comes to service recovery for guests.
- Oversee the development, management, communication and progress of the hotel’s Customer Relationship Management efforts and programmes.
- Ensure that all online and offline guest feedback has been addressed and resolved in a timely manner, recommend and implement correction actions as needed.
- Utilizing insights from guest feedback, industry trends and best practices, work closely with the Assistant Front Office Manager to recommend strategies in driving service enhancement.
- Depending on operations and / or manpower requirements, be ready to stand in and manage any sections within Front Office.
Skills & Knowledge:
- Service-Oriented: Passion for hospitality and strong commitment to service quality.
- Problem-Solving: Ability to identify and act on opportunities, think critically and act decisively.
- Interpersonal Skills: Recognize and address the different needs of both internal and external guests. Effectively communicate, engage and influence different stakeholders.
Experience & Qualifications:
- Diploma in Hotel Management or related field. MBA is a plus.
- 5+ years of managerial experience in hotel front office operations
- Proven leadership and decision-making skills, especially in high-pressure situations
- Proficiency in Opera / Opera Cloud
- Willingness to work flexible hours, including weekends and extended shifts when needed
About Royal Plaza on Scotts
At Royal Plaza on Scotts (RP), we continuously strive to create a workplace that promotes fun, happiness, trust, pride and camaraderie that will spur our talents to be their best.
Our best practices were being validated and recognized when we were awarded the Best Employer 2013 and Best Employer for Commitment to Engagement by Aon Hewitt, #1 Best Companies to Work by Great Place to Work® Singapore in 2019 and #1 Asia’s Best Workplaces by Great Place to Work® Singapore from 2019 to 2020.
RP is also immensely proud to receive the Tripartite Alliance Award in Work-Life Excellence, the only employer award endorsed by the tripartite partners (namely Ministry of Manpower, National Trades Union Congress (NTUC) and Singapore National Employers Federation). This award recognizes RP as one of the best organizations to work for in Singapore, with fair, responsible and progressive employment practices.
Voted Best Independent Hotel in Asia Pacific by TTG Asia Travel Awards for 10 consecutive years and awarded the 2017 Certificate of Excellence by TripAdvisor, RP is an iconic hotel located in the Orchard area, a bustling district in Singapore.
Come experience our culture and journey with us towards a great and progressive workplace!
