Front Office Manager

About Pullman Singapore Hill Street

Pullman Singapore Hill Street offers a dynamic hospitality experience where innovation and creativity blend with business success. This 350-room hotel features sophisticated facilities including a rooftop bar, executive lounge with panoramic views of landmarks like Fort Canning and the Singapore River, a bustling lobby, fitness center, and swimming pool. As part of Accor, a global leader with more than 5,300 hotels across 40 brands, Pullman targets cosmopolitan travelers who mix work and leisure seamlessly.

Key Responsibilities

• Oversee operations of the Front Office, Executive Lounge, and Concierge departments.
• Manage daily activities to uphold quality standards and exceed guest expectations.
• Lead the Front Office team to achieve performance objectives aligned with hotel goals.
• Set and review annual employee performance targets consistent with overall hotel aims.
• Participate actively in daily operations meetings to coordinate with supporting departments.
• Attend departmental and interdepartmental meetings and communicate relevant updates to staff.
• Collaborate with Reservations, Revenue, and Sales teams to ensure accurate room allocation and optimize revenue.
• Implement and uphold hotel policies, procedures, and Accor brand standards.
• Identify and propose enhancements to hotel and Front Office operations to boost guest satisfaction and financial outcomes.
• Ensure guest care aligns with established SOPs; promptly address service issues and incidents.
• Maintain a positive, safe, and productive workplace environment focusing on employee welfare.
• Coordinate with Engineering and Housekeeping for repair, maintenance, and room readiness.
• Manage departmental expenses to meet or surpass budget targets.
• Be thoroughly familiar with Emergency, Security, Fire, and Health & Safety procedures of the hotel.
• Oversee recruitment, discipline, and counseling of Front Office staff as needed.
• Partner with Talent & Culture to develop training programs enhancing staff soft and technical skills.
• Execute additional duties assigned by the General Manager.

Candidate Qualifications

• Experienced in Hotel Property Management Systems (PMS).
• Strong communication and interpersonal skills with both guests and team members.
• Exceptional customer service aptitude focused on creating memorable guest experiences.
• Ability to perform effectively in a fast-paced, dynamic environment.
• Advanced analytical and problem-solving capabilities.
• Demonstrated operational leadership combined with a commercial outlook.
• Complete understanding of hotel fire, security, and health & safety protocols.
• Fluent in written and spoken English.

Additional Information and Benefits

• Convenient central location within walking distance of City Hall MRT station.
• Standard 5-day workweek.
• Provision of duty meals and uniforms.
• Comprehensive medical benefits package.
• Birthday leave and family care leave included.
• Annual wage supplement (AWS) provided.
• Access to food & beverage discounts and accommodations at hotels worldwide.