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Open nowPosted 20 days ago

Assistant Front Office Manager

MyCareersFuture94,028 open roles

Pay
SGD 3,500 – SGD 4,500 a month
Where
Central, Singapore
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Your applicationOpen nowAssistant Front Office ManagerMyCareersFuture · Central, Singapore

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  2. 3.3%3 days
  3. 7.7%7 days
  4. 14.0%14 days
  5. 33.7%30 days
This job: posted 20 days ago

The posting

Job Highlights

  • Career Development Opportunities
  • Duty Meals and Flexible benefits
  • Complimentary Room Nights
  • Discounted Room and Dining Rates

Primary Role

Support the Front Office Manager in leading and managing all aspects of Front Office operations to deliver Shangri-La's distinctive hospitality experience. Ensure exceptional guest engagement, operational excellence and service consistency across all guest touchpoints while fostering a high-performing, guest-centric team culture.

The Assistant Front Office Manager is responsible for upholding Shangri-La's service philosophy, driving guest satisfaction, colleague development and operational efficiency, while contributing to the achievement of departmental and hotel objectives.

Key Responsibilities

  • Assist the Front Office Manager in overseeing the day-to-day operations of the Front Office, ensuring seamless service delivery and adherence to Shangri-La brand standards.
  • Lead by example in creating memorable and personalized guest experiences, demonstrating genuine care, warmth and hospitality in every guest interaction.
  • Ensure a smooth and efficient arrival, stay and departure experience for all guests, with particular attention to VIPs, long-stay guests, repeat guests and guests with special requirements.
  • Monitor the entire guest journey and proactively identify opportunities to exceed guest expectations and enhance guest loyalty.
  • Drive Medallia performance and guest satisfaction results through active review of guest feedback, trend analysis, service recovery initiatives and continuous improvement actions.
  • Respond to guest concerns, complaints and service challenges promptly and professionally, ensuring effective resolution and guest delight.
  • Ensure guest preferences, profiles and special requests are accurately maintained and communicated to relevant departments to facilitate personalized service.
  • Maintain, implement and reinforce Shangri-La service standards, policies, procedures and operational guidelines.
  • Supervise, coach, mentor and develop Front Office colleagues through regular feedback, training and performance support to enhance engagement and service excellence.
  • Conduct daily briefings, shift handovers and operational reviews to ensure effective communication and alignment across the team.
  • Promote a culture of continuous improvement by leveraging guest insights, operational data and colleague feedback to enhance service quality and efficiency.
  • Support revenue optimisation initiatives through effective upselling, cross-selling and promotion of the Shangri-La Circle loyalty programme.
  • Ensure the accuracy and integrity of Front Office operations, including room allocation, cashiering, billing, guest accounts and system administration.
  • Collaborate closely with Housekeeping, Reservations, Concierge, Security, Engineering, Food & Beverage and other departments to deliver a seamless guest experience.
  • Assist in workforce planning, scheduling, productivity management and cost control initiatives while maintaining service excellence.
  • Support compliance with hotel policies, health and safety requirements, security procedures and regulatory standards.
  • Champion the hotel's Environmental, Social and Governance (ESG) commitments and sustainability initiatives within Front Office operations.
  • Act as the department leader in the absence of the Front Office Manager, ensuring business continuity and operational effectiveness.
  • Participate in hotel projects, task forces and cross-functional initiatives as assigned.
  • Perform any other duties as assigned by Management.

Requirements

  • Diploma or Degree in Hospitality Management, Hotel Management, Business Administration or a related discipline.
  • Minimum 3–5 years of Front Office experience in an international luxury hotel environment, including supervisory or leadership responsibilities.
  • Demonstrated passion for hospitality and commitment to delivering exceptional guest experiences in line with Shangri-La's service philosophy.
  • Strong guest relations, service recovery and problem-solving skills, with the ability to anticipate guest needs and exceed expectations.
  • Proven leadership capabilities with the ability to coach, mentor, develop and inspire a diverse team of colleagues.
  • Sound knowledge of Front Office operations, hotel property management systems (PMS), cashiering procedures and guest engagement platforms such as Medallia.
  • Strong interpersonal, communication and presentation skills with the ability to build positive relationships with guests, colleagues and stakeholders.
  • Commercially minded with a good understanding of revenue enhancement, upselling strategies, productivity management and cost control.
  • Ability to analyse guest feedback and operational data to drive continuous improvement and service excellence.
  • Strong organisational and decision-making skills, with the ability to remain calm, professional and guest-focused in a dynamic environment.
  • High level of integrity, professionalism and attention to detail.
  • Familiarity with Shangri-La Circle loyalty programmes and luxury hospitality service standards is an advantage.
  • Committed to fostering an inclusive, collaborative and high-performance work culture.
  • Flexible to work rotating shifts, weekends and public holidays according to operational requirements.
  • Proficient in written and spoken English; additional language capabilities will be an advantage.
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