MidFull TimeEN
Reporting to the Hotel Manager, the Front Office Manager oversees the daily Front Office operations including Reception, Guest Experience, Concierge, Bell Services and Telephone Operations.
This role plays a key leadership function in ensuring operational excellence, driving guest satisfaction, enhancing IHG One Rewards engagement, maintaining brand standards and maximising front office commercial performance.
The ideal candidate is highly visible, hands-on, operationally strong and passionate about delivering exceptional hospitality experiences.
Lead and manage day-to-day Front Office operations across all guest touchpoints
Deliver seamless arrival, in-stay and departure experiences for hotel guests
Handle and resolve escalated guest feedback and service recovery professionally
Ensure compliance with Holiday Inn and IHG brand standards
Monitor lobby operations, Executive Lounge coordination and overall service quality
Collaborate closely with Housekeeping, Engineering, Reservations and other departments to ensure smooth hotel operations
Drive upselling initiatives including room upgrades, Executive Lounge access and hotel promotions
Monitor room revenue opportunities and walk-in conversions
Ensure team's accuracy in billing, cashiering, rebates and payment handling
Support budgeting, payroll productivity and cost management initiatives
Lead, coach and develop the Front Office team to deliver service excellence
Conduct performance reviews, training and succession planning
Foster a positive and engaging team culture aligned with IHG values
Partner with HR on recruitment, performance management and employee engagement initiatives
Ensure adherence to hotel policies, IHG standards and Singapore regulatory requirements
Maintain compliance with PDPA, ICA registration requirements, PCI-DSS and safety protocols
Support emergency response and hotel crisis management procedures
Diploma or Degree in Hospitality Management, Hotel Administration or related discipline
2 years of Front Office operations and managerial experience in an upscale hotel environment
Experience managing large teams in a fast-paced hotel environment
Strong knowledge of Opera / Opera Cloud PMS and hotel systems
Excellent leadership, communication and problem-solving skills
Ability to work rotating shifts, weekends and public holidays
Strong understanding of guest service excellence and luxury hospitality standards
Commercially driven with strong operational and analytical capabilities
Calm and confident under pressure with excellent decision-making skills
Passionate about people development and team engagement
In return for your hard work, you can look forward to a highly competitive salary and benefits package – What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.
So whoever you are, whatever you love doing, if you’re ready to make the move to a great new career opportunity, we’ll make sure you’ll have Room to be yourself. Find out more by going to careers.ihg.com
If you are passionate about hospitality and enjoy creating memorable guest experiences, we would love to hear from you.
