Senior Manager - Front Office

About the role

Marina Bay Sands is seeking a seasoned Senior Manager to lead its Front Office operations. This senior position oversees the lobby, front desk, and related guest‑service functions, ensuring a seamless and memorable experience for all visitors.

Key responsibilities

• Direct and supervise daily operations of the lobby and Front Desk counters.
• Resolve guest comments, requests, and challenges promptly, coordinating with Service Management as needed.
• Ensure alignment with Group Operations, Front Office Room Controller, VIP Services, Night Audit, and Training functions.
• Maintain safety, health, and grooming standards in line with legal and corporate guidelines.
• Lead Front Office Managers, deputize for the Hotel Manager, and foster a collaborative team environment.
• Develop and deliver training programs, conduct performance appraisals, and drive coaching initiatives.
• Prepare monthly performance reviews and contribute to annual budgeting, focusing on upsell revenue and cost control.
• Drive service‑enhancement projects and monitor Net Promoter Score (NPS) to improve guest satisfaction.

Required profile

• Extensive experience in hotel front office management and group operations.
• Proven leadership ability with a track record of motivating and developing teams.
• Strong problem‑solving skills and a guest‑centric mindset.
• Excellent communication and coordination capabilities across multiple hotel departments.
• Ability to manage budgets, performance metrics, and service‑quality standards.

Required skills