Job Description

OVERVIEW OF ROLE

The Assistant Front Office Manager supports the Director of Rooms and Guest Services in overseeing the daily operations of the Front Office, ensuring a seamless and elevated arrival and departure experience for all guests.

This role plays a key part in supervising the Front Office team, maintaining service standards and ensuring operational efficiency. The Assistant Front Office Manager is responsible for delivering exceptional guest experiences, managing team performance and supporting the overall Rooms Division strategy.

The role also contributes to pre-opening preparations, including team training, system setup and development of operational procedures.

Responsibilities

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the Assistant Front Office Manager are summarised below; however the list is not exhaustive.

GENERAL DUTIES

Support the Director of Rooms and Guest Services in managing daily Front Office operations including reception, guest services and concierge functions.
Supervise the Front Office team during shifts to ensure smooth and efficient operations.
Ensure all guests receive a warm, professional and seamless arrival and departure experience.
Handle guest enquiries, requests and complaints promptly and effectively.
Maintain a strong presence in the lobby to engage with guests and support the team.
Ensure adherence to service standards and operational procedures.
Undertake any other duties or tasks deemed reasonable by the Director of Rooms and Guest Services.

Guest Experience & Operations

Deliver a high level of personalised guest service in line with NoMad standards.
Monitor guest feedback and implement improvements where necessary.
Support VIP arrivals, special requests and guest recognition initiatives.
Ensure smooth coordination between Front Office, Housekeeping and other departments.
Oversee room allocation, check-in/check-out processes and guest flow management.

LEADERSHIP AND MANAGEMENT

Supervise, train and support Front Office team members.
Conduct on-the-job training and coaching to ensure service excellence.
Assist in scheduling, staffing and performance management.
Promote teamwork, communication and a positive working environment.
Support recruitment and onboarding of Front Office team members.

FINANCIAL PERFORMANCE & ADMINISTRATION

Support revenue optimisation through effective room allocation and upselling initiatives.
Monitor cash handling procedures and ensure accuracy in transactions.
Assist in managing departmental expenses and operational efficiency.
Ensure accurate reporting and documentation of Front Office activities.

SYSTEMS & PROCEDURES

Ensure proper use of property management systems (PMS) and Front Office tools.
Support system setup, testing and training during pre-opening.
Maintain accurate guest profiles and data integrity.
Ensure compliance with operational procedures and brand standards.

COMPLIANCE & SAFETY

Ensure compliance with hotel policies, procedures and regulatory requirements.
Maintain security and confidentiality of guest information.
Support safety and emergency procedures as required.
Ensure proper handling of guest data and payment information.

Expectations

The Assistant Front Office Manager is expected to:

Always maintain a consistently professional demeanor.
Represent NoMad positively in all interactions with guests and colleagues.
Always adhere to company policies and procedures, including service and compliance standards.
Demonstrate strong leadership and accountability in daily operations.
Foster clear communication within the team and across departments.
Exhibit strong guest engagement and problem-solving skills.
Champion company values and foster a collaborative and service-driven culture.

Qualifications

Degree or Diploma in Hospitality Management or a related field.
Minimum 4–6 years of experience in Front Office operations, with at least 1–2 years in a supervisory role.
Strong knowledge of Front Office procedures and guest service standards.
Experience in hotel property management systems (PMS).
Strong leadership, communication and interpersonal skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Strong problem-solving and decision-making capabilities.
Passion for hospitality and guest experience.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.

Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.

Assistant Front Office Manager - NoMad Singapore