Cluster Front Office Manager

Job Summary

The Cluster Front Office Manager is responsible for overseeing the daily front office operations across multiple serviced apartment properties. This role ensures consistent service standards, maximises occupancy and guest satisfaction, manages front office teams, and implements operational procedures to achieve business objectives.

Key Responsibilities

Operations Management

• Oversee the day-to-day front office operations across multiple serviced apartment properties.
• Ensure all properties comply with company SOPs and service standards.
• Monitor room inventory, occupancy, arrivals, departures, and reservations.
• Coordinate with Housekeeping, Engineering, Sales, and Finance to ensure smooth operations.
• Conduct regular property inspections to maintain operational excellence.

Guest Experience

• Ensure exceptional guest service and prompt resolution of guest complaints.
• Handle VIP arrivals and important guest requests.
• Monitor guest reviews and implement service improvement initiatives.
• Build strong relationships with long-stay corporate and leisure guests.

Team Leadership

• Recruit, train, coach, and supervise Front Office Supervisors, Guest Service Officers, and Drivers.
• Prepare duty rosters and manpower planning.
• Conduct performance evaluations and regular coaching sessions.
• Foster teamwork and maintain high employee morale.

Revenue & Performance

• Monitor occupancy, ADR (Average Daily Rate), and RevPAR.
• Work closely with the Reservations and Sales teams to maximise room revenue.
• Ensure accurate billing, cashiering, and daily revenue reconciliation.
• Monitor departmental expenses and labour costs.

Administration

• Prepare daily, weekly, and monthly operational reports.
• Ensure compliance with internal controls, PDPA, and company policies.
• Monitor petty cash and front office inventories.
• Review and update SOPs where necessary.

Compliance & Safety

• Ensure compliance with local regulations and licensing requirements.
• Maintain workplace safety standards.
• Handle emergency situations and incident reporting.

Requirements

• Diploma or Degree in Hospitality Management, Business, or related field.
• Minimum 3-5 years of Front Office experience.
• Experience managing multiple hospitality or serviced apartment properties is preferred.
• Strong leadership and people management skills.
• Knowledge of PMS (e.g., Cloudbeds, Opera, RMS, or similar systems).
• Proficient in Microsoft Office.
• Excellent communication and problem-solving skills.
• Able to work flexible hours, including weekends and public holidays when required.