Front Office Supervisor (The Mora Singapore)

Job Description - Duty Manager (with Pre-Opening)

About the Role

Reporting to the Front Office Manager (FOM),the Duty Manager (DM) is responsible for overseeing the daily operations of the Front Office during assigned shifts, ensuring seamless guest experiences, operational control, and adherence to brand standards.

During pre-opening, the Duty Manager plays a key role in operational readiness, team training, simulation exercises, and opening execution. Post-opening, the Duty Manager serves as the senior manager on duty, managing guest relations, service recovery, VIP handling, and cross-department coordination.

The role requires strong decision-making capability, emotional intelligence, and visible leadership presence.

PRE-OPENING RESPONSIBILITIES

Operational Readiness Support

• Assist Front Office Manager in developing SOPs for:
• Check-in / Check-out procedures
• VIP arrivals and suite handling
• Emergency response protocols
• Service recovery standards
• Participate in PMS system testing and validation.
• Assist in setting up front desk workstations and operational supplies.
• Support OS&E inventory checks and par stock setup.

Training & Simulation

• Participate in recruitment of Front Office Agents and Guest Service Executives.
• Assist in conducting brand service training.
• Lead mock check-in and emergency simulation exercises.
• Ensure associates are confident with systems before soft opening.
• Reinforce luxury grooming and behavioural standards.

Soft Opening Execution

• Act as shift leader during trial operations.
• Identify workflow gaps and recommend improvements.
• Support VIP preview events and media stays.
• Ensure real-time troubleshooting of operational issues.

POST-OPENING RESPONSIBILITIES

Shift Leadership & Guest Experience

• Serve as Manager-on-Duty during assigned shifts.
• Ensure smooth operation of:
• Front Desk
• Guest/Mambership Services
• Concierge/Butler coordination
• Call Centre (in absence of manager)
• Maintain visible lobby presence.
• Personally greet VIPs and loyalty guests.
• Oversee room allocation quality and readiness.

Service Recovery & Guest Relations

• Handle escalated guest complaints with professionalism and in accordance to brand standard.
• Make appropriate compensation decisions within authority limits.
• Document incidents accurately.
• Ensure follow-up actions are completed.

Operational Control

• Monitor daily room inventory and overbooking situations.
• Coordinate closely with Housekeeping for room readiness.
• Review daily arrivals, departures, and special requests.
• Ensure accurate billing and cashiering compliance.
• Conduct shift briefings and handovers.

Safety & Risk Management

• Lead emergency response during assigned shifts.
• Ensure compliance with security procedures.
• Monitor lobby environment and guest safety.
• Report incidents according to protocol.

Team Support & Coaching

• Guide and coach Front Office Agents during shift.
• Provide real-time feedback and service corrections.
• Maintain positive morale during peak operations.
• Identify training gaps for follow-up development.

Administrative Responsibilities

• Prepare daily shift reports.
• Monitor guest satisfaction trends.
• Assist in achieving upselling targets.
• Support shift clocking accuracy and roster adjustments.

Qualifications & Experience

• Diploma or Degree in Hospitality Management or related discipline.
• 2–5 years Front Office experience in upscale or luxury environment.
• Prior supervisory experience preferred.
• Strong PMS knowledge (Opera or equivalent).
• Excellent communication and problem-solving skills.
• Ability to remain calm under pressure.