"Manager (Housing Services, Front Office)"

Job Description

Operations Management

• Manage the daily activities of the front desk and meeting room.
• Ensure smooth check-in/check-out processes and address operational challenges proactively.
• Monitor lobby and public areas to maintain cleanliness, order, and a welcoming atmosphere.

Guest Service Excellence

• Serve as the primary point of contact for escalated guest concerns, requests, and feedback.
• Ensure guest needs and expectations are met with professionalism and efficiency.
• Collaborate with other departments to accommodate special guest requests or VIP arrangements.

Staff Management

• Recruit, train, schedule, and supervise Front Office staff.
• Conduct regular performance reviews, coaching, and motivation to foster a high-performing team.
• Promote a culture of service excellence and teamwork.

Financial & Administrative Oversight

• Oversee cash handling, billing, and front office-related financial transactions.
• Monitor budgets, control costs, and optimize resource allocation.
• Prepare operational reports and contribute to strategic planning.

Compliance & Safety

• Ensure compliance with safety, security, and data privacy regulations.
• Conduct periodic audits and implement corrective actions when necessary.

Strategic Planning & Collaboration

• Participate in developing service improvement initiatives and departmental goals.
• Work with marketing and events teams to support promotional activities and special events.
• Contribute to sustainability efforts and organizational innovation.

Qualifications

Education and Experience

• Diploma or Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum 5 years of experience in front office operations, with at least 2 years in a leadership or supervisory role, preferably in a hospitality or service-oriented environment.
• Proficiency in property management systems and office software.
• Familiarity with guest-facing technologies such as kiosks, mobile check-in platforms, service robots, and omni-channel communication tools.

Competencies

• Leadership: Ability to lead, inspire, and develop a team.
• Customer Focus: Commitment to delivering excellent guest service.
• Organizational Skills: Effective time management and prioritization.
• Decision-making: Capable of handling complex situations calmly and efficiently.
• Adaptability: Ability to work under pressure and adjust to changing priorities.
• Service mindset with attention to detail.
• Ability to work flexible hours, including weekends and public holidays, as required.

Skills and Abilities

• Excellent interpersonal and communication skills, both written and verbal.
• Strong problem-solving and conflict resolution abilities.
• Ability to train and motivate staff in both service and technology adoption.
• Skilled at managing guest expectations while maintaining operational efficiency.
• Technologically savvy, with the ability to promote and troubleshoot guest-facing systems like kiosks, mobile apps, robots, and omni-chat platforms.
• Ability to analyze data and generate reports to monitor performance, identify trends, and recommend improvements.
• Additional language proficiency would be advantageous for communicating effectively with customers from diverse linguistic backgrounds.

More Information

• Location: Kent Ridge Campus
• Organization: University Campus Infrastructure
• Department: Campus Life
• Employee Referral Eligible: Yes
• Job requisition ID: 30131