Assistant Front Office Manager

About the role

The Assistant Front Office Manager (AFOM) supports the Operations Manager in overseeing daily front office operations and service delivery, while taking full responsibility for front office operations during assigned shifts.

The role involves leading and supporting Guest Experience Associates, managing desk coverage and task allocation, and ensuring the smooth and efficient operation of the front desk while maintaining professionalism and high service standards.

This position is based at an airport transit hotel operating across Terminals 1, 2 and 3 of Changi Airport.

Key responsibilities

Front Office Leadership and Shift Accountability

• Support the Operations Manager in overseeing daily front office operations and service delivery.
• Take full responsibility for front office operations during assigned shifts.
• Lead and support receptionists directly, providing guidance in the absence of supervisors.
• Manage desk coverage, task allocation, and break scheduling to maintain service levels at all times.
• Maintain overall control of the front desk environment, workflow, and professionalism.
• Step in proactively during high-pressure situations to stabilise operations.

Guest Experience Oversight and Service Recovery

• Monitor the guest journey from arrival to departure to ensure a smooth and positive experience.
• Handle escalated complaints, sensitive guest situations, and service failures personally.
• Apply service recovery measures responsibly, balancing guest satisfaction with hotel policy and commercial considerations.
• Ensure all guest concerns are resolved fully and followed through.
• Support VIP arrivals, repeat guests, and special requests with appropriate attention.

Room Flow, Availability, and Operational Decisions

• Coordinate closely with Housekeeping to monitor room status, readiness, and priorities.
• Make informed decisions regarding early arrivals, late departures, room moves, and upgrades within approved guidelines.
• Balance guest expectations with operational capacity to avoid overpromising during high demand periods.
• Respond quickly to irregular operations such as flight disruptions, oversold situations, or sudden demand spikes.
• Support occupancy management and room allocation strategies with Reservations and Revenue teams.

Team Leadership, Training, and Development

• Supervise front office colleagues to ensure strong daily performance.
• Provide on-the-job training and coaching during live operations.
• Support onboarding of new team members through structured guidance and feedback.
• Identify skill gaps, recurring errors, or development opportunities and recommend training plans.
• Promote teamwork, motivation, and a guest-focused culture.

Performance Management and Discipline

• Monitor individual and team performance throughout shifts.

• Address service lapses, conduct concerns, or productivity issues promptly and professionally.

• Reinforce standards relating to guest service, accuracy, grooming, and compliance.

• Escalate repeated performance concerns with clear documentation to the Operations Manager.

  Job Requirements

• Previous front office duty management experience preferred, ideally within a hotel environment

• Strong understanding of front office operations, guest flow, room management, and service recovery

• Proven leadership ability with confidence to manage operations independently during assigned shifts

• Good knowledge of PMS systems (Oasis), cashiering controls, and hotel procedures

• Strong communication and interpersonal skills

• Ability to remain calm and make sound decisions under pressure

• Flexible to work rotating shifts, including weekends and public holidays, as required by operational needs