The NTU Office of Commercial and Auxiliary Services (OCAS) is responsible for the strategic planning, management, and marketing of commercial real estate, hospitality (including Nanyang Executive Centre) and auxiliary services (car parks and shuttle bus services) in NTU main campus and NTU@one-north.
The Nanyang Executive Centre (NEC) is located at the NTU Main Campus. Currently undergoing refurbishment, the NEC features 150 guestrooms and aims to offer a premier venue for corporate training, retreats and private events. We are looking for an experienced person to join us as the Front Office Manager.
The Front Office Manager is responsible for the efficient and smooth running of the Front Office operations, maintaining harmonious and strong relationships with guests and colleagues. The incumbent will also be responsible for collaborating with other departments to ensure a positive guest experience. In addition, the incumbent will also be responsible for executing pre-opening duties - assisting with the set up and organisation of the Front Office operations, participating in the development of operational procedures, standards and training staff on all aspects of service standards in preparation for the launch of NEC.

Key Responsibilities:

• Lead daily operations of the Front Office, ensuring smooth execution of check-ins, check-outs, Porte cochere, guest requests and problem resolution.
• Strategically plan and manage departmental performance, aligning with both short and long-term hotel goals.
• Develop, recommend and manage the Front Office budget and labour cost plan to meet financial targets.
• Monitor guest satisfaction results and collaborate with teams to improve service delivery and operation processes.
• Train, coach and counsel Front Office team members to uphold service philosophy and operational procedures.
• Ensure effective communication and coordination with other departments including Housekeeping, Engineering, Sales, and F&B.
• Lead by example in guest interactions, demonstrating empathy, professionalism and problem-solving capabilities.
• Ensure consistent pre-arrival, in-stay and post-stay communication with VIPs and key guests, driving satisfaction.

Requirements:

• Bachelor’s degree in hospitality management or related field. Diploma holders with extensive experience may be considered.
• Demonstrated ability to effectively interact and communicate with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
• Minimum 4 years of progressive Rooms Division or Front Office leadership experience within a hotel.
• Experience with accommodation/hotel pre-opening would be highly advantageous.
• Strong interpersonal and leadership skills, with service minded approach and professional presence.
• Strong understanding of guest satisfaction metrics, departmental forecasting, and labour management.
• Excellent organizational, administrative, and analytical skills with a proven track record in achieving service and financial KPIs.

We regret that only shortlisted candidates will be notified.
Hiring Institution: NTU

• Lead daily operations of the Front Office, ensuring smooth execution of check-ins, check-outs, Porte cochere, guest requests and problem resolution.
• Strategically plan and manage departmental performance, aligning with both short and long-term hotel goals.
• Develop, recommend and manage the Front Office budget and labour cost plan to meet financial targets.
• Monitor guest satisfaction results and collaborate with teams to improve service delivery and operation processes.
• Train, coach and counsel Front Office team members to uphold service philosophy and operational procedures.
• Ensure effective communication and coordination with other departments including Housekeeping, Engineering, Sales, and F&B.
• Lead by example in guest interactions, demonstrating empathy, professionalism and problem-solving capabilities.
• Ensure consistent pre-arrival, in-stay and post-stay communication with VIPs and key guests, driving satisfaction