What's the Job
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.
Key Responsibilities
Guest Experience & Operations
- 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
Commercial & Revenue Performance
- 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
Leadership & Team Development
- 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
Compliance & Safety
- 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
Requirements
What We're Looking For
- 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
Preferred Attributes
- 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
What We Offer
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.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.
