Director of Front of House

We are seeking an exceptional Director of Front of House to lead the strategic direction and operational excellence of all front-facing hotel experiences at Conrad Singapore Marina Bay.

As a key member of the leadership team reporting to the Hotel Manager, you will oversee all guest touchpoints—from arrival to departure—ensuring a seamless, personalized, and luxury experience aligned with Conrad and Hilton brand standards.

You will lead multiple operational teams including Front Desk, Guest Experience (Executive Lounge), Concierge, Bell Services, Lobby Ambassadors, Telephone (PABX), and Spa & Wellness (Spa, Gym, Pool).

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will oversee the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Director of Front of House, you’re not just overseeing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Key Responsibilities

Strategic & Operational Leadership

• Lead and oversee all Front of House operations to deliver exceptional guest experiences
• Drive service excellence, guest satisfaction, and brand consistency across all touchpoints
• Maintain a strong presence in the lobby, setting the benchmark for service standards
• Ensure readiness for peak periods, VIP arrivals, and special events

Guest Experience & Service Excellence

• Champion a guest-first culture, resolving issues proactively and effectively
• Continuously gather and act on guest feedback to improve service delivery
• Maintain detailed guest profiles to enhance personalization and loyalty

Team Leadership & Talent Development

• Inspire, coach, and develop a high-performing team of department leaders and frontline staff
• Oversee recruitment, onboarding, training, and performance management
• Foster a collaborative, engaged, and service-driven team culture

Commercial & Financial Performance

• Drive room revenue and profitability through effective operational and commercial strategies
• Manage departmental budgets, forecasts, and financial reporting
• Analyse performance metrics and implement improvements to maximize results

Cross-Functional Collaboration

• Work closely with Housekeeping, Sales, F&B, Spa, and Revenue teams to ensure seamless operations
• Support group arrivals, events, and special requests with precision and coordination
• Contribute to marketing initiatives, promotions, and guest engagement strategies

Operational Excellence

• Ensure adherence to Hilton brand standards, policies, and procedures
• Lead daily briefings, shift handovers, and operational reviews
• Monitor service standards and implement continuous improvements
• Ensure compliance with health, safety, and regulatory requirements

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

We are seeking a dynamic, service-driven leader with:

• Proven experience in Front Office or Rooms Division leadership, ideally within luxury hospitality
• Strong operational, commercial, and leadership capabilities
• Excellent communication, interpersonal, and stakeholder management skills
• A guest-centric mindset with a passion for delivering exceptional service
• Strong organizational skills with the ability to manage multiple priorities
• Financial acumen with experience in budgeting, forecasting, and performance analysis
• Proficiency in hotel systems and Microsoft Office applications
• Fluency in spoken and written English

Key Traits:

• Results-oriented and proactive
• Calm under pressure with strong problem-solving skills
• Team-focused and collaborative
• Detail-oriented with a commitment to excellence