Operations Manager (Front Office)

Company Description

Paradox Singapore is an urban resort that offers guests a sophisticated yet playful blend of traditional refinement and modern elegance. Located in the vibrant river district of Clarke Quay, the hotel is perfect for those looking for a stylish home base during business travel, or a quiet sanctuary to relax and unwind. Our comfortable rooms and spacious suites feature picturesque views of the city's skyline and are equipped with thoughtful amenities for laid-back style without any fuss.

Role Description

This is a full-time on-site role for Operations Manager (Front Office) who plays a pivotal role in supporting the effective execution of hotel operations, ensures the consistent implementation of service standards, Standard Operating Procedures (SOPs), and daily workflows across all operational areas, including Food & Beverage(F&B), Front Office and Security.

This role is responsible for monitoring on-ground performance, coordinating interdepartmental tasks, conducting operational checks, and assisting in resolving guest issues. As a hands-on leader, the Senior Operations Manager / Operations Manager helps drive service excellence, operational discipline, and employee accountability while reinforcing the hotel’s commitment to guest satisfaction and operational success.

Responsibilities:

• Lead daily operations across Food & Beverage (F&B), front office including night audit and Security, ensuring smooth service and guest satisfaction.
• Support performance reviews, training, and talent development for the F&B, Front Office, and Security, ensuring continuous growth and development.
• Control departmental expenses, manage employees’ schedules, and optimize resource utilization to maintain operational efficiency.
• Collaborate on manpower planning, recruitment, and disciplinary matters, ensuring all departments have a motivated and skilled team.
• Develop a high-performing team through leadership, continuous development, and effective management.
• Oversee inventory control to ensure adequate stock levels and minimize waste, while also ensuring the upkeep of equipment and coordinating repairs and maintenance when necessary.
• Ensure smooth check-in/check-out, billing accuracy, and resolve any complaints or issues that arise.
• Monitor occupancy, VIP arrivals, loyalty programs, and overall guest service consistency.
• Train employees on safety protocols, guest interaction, and emergency drills.
• Implement and oversee Hazard Analysis and Critical Control Points (HACCP) standards to maintain high food safety and hygiene levels.
• Monitor guest satisfaction regularly and implement service recovery training as necessary to improve service levels.
• Conduct daily briefings and ensure smooth shift handovers, maintaining seamless operation across all departments.
• Oversee the implementation of hotel-wide safety and emergency protocols, working closely with external law enforcement and agencies to ensure effective response to incidents.
• Oversee CCTV, access control, and incident reporting systems to ensure consistent safety monitoring.
• Prepare and consolidate necessary operational reports for management review, ensuring accuracy and timely submission.
• Maintain accurate departmental documentation, inspection records, and checklists, ensuring all standards and regulations are met.
• Responsible for maintaining employee attendance and leave request for accuracy payroll processing.
• Analyze guest feedback and operational data to identify areas for improvement and cost-efficiency.
• Participate in departmental meetings to support alignment and issue resolution.
• Participate in strategic planning sessions and operational audits with Department Head.
• Contribute to crisis management and incident investigations, implementing preventive measures.
• Establish and uphold Standard Operating Procedures (SOPs), and emergency protocols to ensure compliance with safety, hygiene, service standards, and regulatory requirements.
• Participate in Innovative, Sustainability, Productivity, Workplace Safety & Health (WSH) or equivalent projects, offering operational insights and ensuring cross-departmental project success.
• Perform other duties as assigned by management.