Assistant Front Office Manager

VIVA BESTARI INN SDN BHD; Johor; On-site; MYR 48,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Maternity leave

Meal provided

Job summary

VIVA BESTARI INN SDN BHD in Malaysia seeks a Front Office Supervisor to lead daily operations, ensure seamless guest check-in and check-out, and uphold service standards. The role focuses on maintaining a strong lobby presence and delivering exceptional guest experiences.

You will manage guest relations, handle emergencies, supervise staff, and coordinate with Reservation and Housekeeping to maximize occupancy and guest satisfaction.

Qualifications

• Front office supervisory experience is required.
• Ability to resolve guest complaints promptly and effectively.
• Strong leadership and coaching skills to guide on-duty staff.

Responsibilities

• Act as the main contact for guests, resolving complaints and handling special requests.
• Oversee daily Front Office operations during shifts.
• Monitor room availability and coordinate with Reservation and Housekeeping.

Skills

Guest service

Leadership

Crisis management

Communication

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Guest Service : Act as the main contact for guest, ensuring prompt resolution of complaints and special request
• Handle VIP arrivals, long stay guest and special cases personally.
• Maintain a strong presence in lobby and guest contact areas.
• Operation Management : Oversee daily operations of Front Office during shift
• Monitor room availability, bnooking status and coordinate with Reservation and Housekeeping.
• Ensure smooth check in/ check out process and guest movement.
• Conduct daily property walk throughs to monitor cleanliness, safety and maintenance issues.
• Crisis & Incident Handling : Manage emergencies such as fire, medical incidents, power failure and security threats.
• Handle an incident from identification through management escalation and resolution
• Liaise with local authorities when required
• Staff Supervision : lead and support on duty, ensure service standard are maintained.
• Motivate, guide, discipline staff as necessary.
• Immediate handle staff grievance and report to management.
• Administration & Reporting : record and communicate shift activities through DM log book.
• Report unusual incidents, guest complaints, or operational challenges to management.
• Ensure all departments are briefed about important event (VIP, group check in, event function)
• Financial Report : Verify and reconcile cash handling at the Front Office to ensure accurate amounts and proper financial controls.
• Monitor cash transactions and investigate any shortages, discrepancies, or missing funds, including identifying potential staff-related issues.
• Assist with overbooking management, room upgrades, and revenue protection measures to maximize occupancy and hotel revenue.
• Report cash discrepancies and operational issues to management and assist with corrective actions and incident reporting.
• Maintain accurate records of cash reconciliations, discrepancies, and actions taken.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensuring Exceptional Customer Service : Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.
• Additional Responsibilities : Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.

Job Type: Full-time

• Health insurance
• Maternity leave
• Meal provided

Application Question(s):

• Explain your ability to lead the team?

Experience:

• front office supervisory: 4 years (Required)