Job Description

What’s the Job?

Reporting to the Front Office Manager, the Assistant Front Office Manager oversees the daily Front Office operations including Reception, Guest Experience, Concierge, Bell Services and Telephone Operations.

This role plays an important management function in ensuring operational excellence, achieving guest satisfaction, driving IHG One Rewards engagement, and maintaining brand standards.

The ideal candidate is highly visible, hands-on, operationally strong and passionate about delivering exceptional hospitality experiences.

Key Responsibilities

Guest Experience & Operations

• Manage day-to-day Front Office operations across all guest touchpoints
• Deliver seamless arrival, in-stay and departure experiences for hotel guests
• Handle and resolve escalated guest feedback and service recovery professionally
• Ensure compliance with Holiday Inn and IHG brand standards
• Monitor lobby operations, Executive Lounge coordination and overall service quality
• Collaborate closely with Housekeeping, Engineering, Reservations and other departments to ensure smooth hotel operations

Commercial & Revenue Performance

• Drive upselling initiatives including room upgrades, Executive Lounge access and hotel promotions
• Monitor room revenue opportunities and walk-in conversions
• Ensure team's accuracy in billing, cashiering, rebates and payment handling
• Support cost management initiatives

Leadership & Team Development

• Train and develop the Front Office team to deliver service excellence
• Conduct performance reviews for team members
• Foster a positive and engaging team culture aligned with IHG values
• Partner with HR on recruitment, performance management and employee engagement initiatives

Compliance & Safety

• Ensure adherence to hotel policies, IHG standards and Singapore regulatory requirements
• Maintain compliance with PDPA, ICA registration requirements, PCI-DSS and safety protocols
• Support emergency response and hotel crisis management procedures

What We’re Looking For

Requirements

• Diploma or Degree in Hospitality Management, Hotel Administration or related discipline
• 1 year experience in a similar capacity in an upscale hotel environment
• Strong knowledge of Opera / Opera Cloud PMS and hotel systems
• Excellent leadership, communication and problem-solving skills
• Ability to work rotating shifts, weekends and public holidays

Preferred Attributes

• Strong understanding of guest service excellence and hospitality standards
• Calm and confident under pressure with excellent decision-making skills
• Passionate about people development and team engagement

What We Offer

In return for your hard work, you can look forward to a highly competitive salary and benefits package – What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.

So whoever you are, whatever you love doing, if you’re ready to make the move to a great new career opportunity, we’ll make sure you’ll have Room to be yourself. Find out more by going to careers.ihg.com

If you are passionate about hospitality and enjoy creating memorable guest experiences, we would love to hear from you.