Job Title: Senior Executive (Housing Services, Front Office Duty Manager)
University-Level Unit: University Campus Infrastructure
Faculty/Department-Level Unit: Campus Life
Employee Category: Executive & Administrative
Posting Start Date: 06/08/2026
Location_ONB: Kent Ridge Campus
Job Description
Guest Services & Operations
- Provide professional front desk services including check-in, check-out, registration, and room assignment.
- Handle guest inquiries, feedback, and complaints promptly to maintain satisfaction and service standards.
- Manage cashiering duties including billing, posting, and payment reconciliation.
- Serve as shift leader, ensuring smooth operations during assigned shifts.
- Support concierge functions including transport arrangement, luggage assistance, and guest requests.
- Monitor lobby presentation and ensure readiness for service at all times.
- Assist with digital guest touchpoints including mobile, kiosk, and self-service channels, as well as StarRez system operations, delivery robot coordination, and guest chat management.
Team Supervision & Development
- Supervise and guide Front Office Executives and Associates in daily operations.
- Conduct on-the-job coaching and ensure adherence to SOPs and service standards.
- Support the onboarding of new hires, reinforce hotel procedures, and maintain team morale.
- Assist with roster planning and ensure effective shift handovers.
Administrative & Financial Duties
- Verify shift reports, cashier summaries, and guest feedback logs.
- Maintain adequate inventory of Front Office supplies.
- Ensure accuracy in billing, posting, and payment processes.
- Support the Assistant Manager in compiling operational data and performance metrics.
Collaboration & Communication
- Coordinate with Housekeeping, Engineering, and other departments to ensure seamless service delivery.
- Communicate guest issues, operational updates, and feedback to the Assistant Manager in a timely manner.
- Participate actively in daily briefings and inter-departmental meetings.
Safety & Crisis Management
- Respond to emergency situations in accordance with hotel safety and evacuation protocols.
- Report safety or security concerns promptly to management.
- Maintain readiness for emergency response and guest safety situations.
Qualifications
Education & Experience
- Diploma in Hospitality, Tourism, or a related field preferred.
- Minimum 2–3 years of experience in front office or guest services, with some supervisory exposure preferred.
- Knowledge of front office systems such as StarRez an advantage.
- Proficient in MS Office and hotel management systems.
- Able to perform cashiering and handle financial transactions accurately.
- Flexible to work rotating shifts, weekends, and public holidays.
Skills & Abilities
- Strong interpersonal and communication skills, with the ability to engage guests and colleagues professionally.
- Demonstrated leadership and organisational ability.
- High attention to detail and a consistently professional approach.
- Ability to multitask and remain composed under pressure.
Key Competencies
- Service-oriented mindset with a genuine focus on guest satisfaction.
- Takes ownership and demonstrates accountability in shift operations.
- Collaborative team player with strong coordination and communication skills.
- Adaptable and self-motivated in a fast-paced, dynamic environment.
