Front Office Manager

About the role

We are seeking an experienced Front Office Manager to join our team at the Holiday Inn Express Singapore Orchard Road. As the Front Office Manager, you will play a vital role in ensuring exceptional guest experiences and the smooth running of our hotel's front office operations. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

What you'll be doing

• Overseeing and managing the daily front office operations
• Ensuring high standards of customer service and guest satisfaction
• Developing and implementing front office policies, procedures, and best practices
• Monitoring and optimising front office staffing levels and schedules
• Providing training and development opportunities for the front office team
• Handling guest inquiries, complaints, and requests in a timely and professional manner
• Collaborating with other hotel departments to ensure seamless operations
• Preparing and analysing front office reports to identify areas for improvement
• Managing day-to-day staffing needs, planning and assigning work, and establishing performance and development goals for team members. Providing mentoring, coaching, and regular feedback to improve team member performance
• Educating and training team members in compliance with federal, state, and local laws and safety regulations. Ensuring staff is properly trained and has the tools and equipment to carry out job duties
• Ensuring your front office team delivers great service, professional attention, and personal recognition
• Ensuring guests are greeted upon arrival and making time to engage with guests. Responding appropriately to guest complaints, soliciting feedback, and building relationships to drive continuous improvement in guest satisfaction
• Conducting routine inspections of the front office and public areas and taking immediate actions to correct any deficiencies
• Helping prepare annual departmental operating budget and financial plans. Monitoring budget and controlling labour costs and expenses with a focus on rate strategy, building initiatives, and inventory management
• Overseeing night audit function and preparation of daily financial reports
• Developing plans to increase occupancy and ADR through walk-ins and upselling at the front desk

What we're looking for

• Minimum 3 years of experience in a front office management role within the hospitality industry
• Excellent customer service skills and the ability to provide exceptional guest experiences
• Strong leadership and team management capabilities
• Proficient in using hotel management software and systems
• Excellent communication and problem-solving skills
• Diploma or degree in Hospitality Management or a related field

What we offer

At Holiday Inn Express Singapore Orchard Road, we are committed to providing our employees with a rewarding and fulfilling work environment. We offer competitive salaries, comprehensive benefits, and ample opportunities for professional development and career advancement.

About us

Holiday Inn Express Singapore Orchard Road is a modern and vibrant hotel located in the heart of Singapore's shopping and entertainment district. As part of the InterContinental Hotels Group (IHG), we are a trusted brand known for delivering exceptional hospitality experiences. Our hotel is dedicated to providing our guests with comfortable accommodations, convenient amenities, and exceptional service.

Apply now to join our team as the Front Office Manager and be a part of our exciting journey.