Assistant Front Office Manager

Iconic Marjorie Hotel, a Tribute Portfolio; Bayan Lepas; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Staff wellness programmes

Staff training & development

Room discounts

Career advancement

Work-life balance

Job summary

Iconic Marjorie Hotel, a Tribute Portfolio in Bayan Lepas, Penang, is seeking an Assistant Front Office Manager to lead the front desk team and uphold luxury service standards. You will oversee check-in/out, guest records, and interdepartmental coordination to ensure seamless experiences.

The role requires 3–5 years in luxury front office operations, strong supervisory skills, and expertise with PMS systems.

Qualifications

• Minimum 3–5 years in luxury front office operations.
• Proven supervisory experience and staff development.
• Advanced proficiency with hotel PMS and guest management protocols.

Responsibilities

• Supervise front desk staff to ensure professional service across shifts.
• Manage check-in/check-out procedures with accurate admin tasks.
• Handle guest inquiries and complaints with empathy and resolution focus.
• Oversee room allocation and guest records in the PMS.
• Assist in developing front office policies and procedures.
• Coordinate with housekeeping/maintenance for seamless guest experiences.
• Support revenue management including rate optimization and occupancy monitoring.
• Train and coach front desk staff to maintain service quality.
• Manage front office budget and control expenses.
• Lead regular briefings and staff meetings.

Skills

Team leadership

Guest service

Front desk operations

PMS systems

Communication skills

Shift coordination

Budget management

Education

Front Office Certification

Tools

PMS software

Microsoft Office

Job description

About the role
Reporting to the Front Office Manager, we are seeking an Assistant Front Office Manager to join the team at Iconic Marjorie Hotel, a Tribute Portfolio. This is a full-time position based in Bayan Lepas, Penang, where you will play a crucial role in delivering exceptional guest experiences and ensuring the smooth operation of our front office department.
As Assistant Front Office Manager, you will support the strategic management of the front office operations whilst maintaining the highest standards of service excellence. This position is integral to ensuring that every guest interaction reflects our commitment to luxury hospitality and authentic cultural experiences that define our hotel's brand.

Key responsibilities

Supervising and coordinating front desk staff to ensure professional and efficient service delivery throughout all shifts

Managing guest check-in and check-out procedures whilst maintaining accuracy in all administrative tasks

Handling guest inquiries, requests and complaints with empathy and resolution-focused approach

Overseeing room allocation and maintaining guest records using property management systems

Assisting in the development and implementation of front office policies and procedures

Coordinating with housekeeping, maintenance and other departments to ensure seamless guest experiences

Supporting revenue management initiatives including room rate optimisation and occupancy monitoring

Training, mentoring and coaching front desk team members to ensure consistent service quality

Managing front office budget and controlling operational expenses

Conducting regular briefings and staff meetings to communicate important information and updates

What we’re looking for

Minimum 3-5 years' experience in front office operations within a luxury hotel or similar hospitality environment

Proven supervisory or team leadership experience with demonstrated ability to motivate and develop staff

Advanced proficiency with hotel property management systems and relevant computer applications

Strong knowledge of front office procedures, reservation systems and guest management protocols

Excellent communication and interpersonal skills with the ability to interact professionally with guests and colleagues at all levels

Outstanding customer service orientation with a genuine passion for delivering exceptional experiences

Exceptional organisational and multitasking abilities to manage multiple priorities in a fast-paced environment

Problem‑solving skills and sound judgment to handle guest issues and operational challenges

Fluency in English; additional languages are highly desirable

Professional appearance and demeanour befitting a luxury hospitality environment

Flexibility to work varied shifts including evenings, weekends and public holidays as required

Relevant hospitality qualifications or certifications (e.g. Front Office Management certification) are advantageous

What we offer

Competitive salary package commensurate with experience and qualifications

Comprehensive benefits including health insurance and staff wellness programmes

Staff training and professional development initiatives to enhance your skills and knowledge

Employee discounts on room rates and food and beverage facilities

Collaborative and supportive work environment that values teamwork and excellence

Opportunities for advancement into senior management positions

Work‑life balance initiatives and staff recognition programmes

About us
Iconic Marjorie Hotel, a Tribute Portfolio, is a prestigious luxury hotel destination that celebrates authentic cultural heritage whilst offering world‑class hospitality. Located in the vibrant Bayan Lepas area of Penang, our hotel is committed to delivering memorable experiences that blend contemporary comfort with cultural significance. We pride ourselves on our team's dedication to excellence, our commitment to sustainable practices and our mission to create meaningful connections with our guests. As part of the Tribute Portfolio collection, we uphold the highest standards of service, design and guest satisfaction, making us a sought‑after employer in the hospitality industry.