Assistant Front Office Manager

Jobstreet Malaysia; Malacca City; On-site; MYR 40,000 - 60,000; Full time

Job summary

A luxury hotel is seeking an Assistant Front Office Manager to oversee daily operations of the front desk and ensure exceptional service delivery. The role involves team management, guest relations, and operational efficiency, requiring strong leadership and communication skills. Candidates should have 2-3 years in guest service roles, with experience in luxury environments preferred. Competitive salary and professional development opportunities offered in a dynamic team setting.

Benefits

Competitive salary and performance-based incentives

Training and professional development opportunities

Supportive team environment

Qualifications

• 2–3 years of experience in front office or guest service roles.
• At least 1 year in a supervisory position in a luxury hotel environment.
• Fluency in English and Bahasa Malaysia.

Responsibilities

• Supervise and motivate front office team for high performance.
• Ensure excellent service and handle guest complaints professionally.
• Oversee daily front desk operations including check-in/check-out.

Skills

Leadership skills

Customer service

Communication skills

Organizational skills

Education

Bachelor’s degree in Hospitality Management or related field

Tools

Hotel management systems

Job description

The Assistant Front Office Manager plays a key role in delivering exceptional guest experiences by overseeing the daily operations of the front desk. This position requires strong leadership, problem‑solving abilities, and a focus on maintaining high standards of service in a luxury hotel environment.

The Assistant Front Office Manager ensures smooth check‑in/check‑out processes, manages staff, and addresses guest needs while maintaining operational efficiency and ensuring guest satisfaction.

Key Responsibilities

• Team Leadership & Staff Management: Supervise, train, and motivate the front office team, ensuring high performance and exceptional guest service. Provide guidance and support to front desk agents, concierges, and bell staff.
• Guest Service Excellence: Ensure the highest standards of service are provided to guests at all times. Handle guest complaints and requests with a solution‑focused, professional approach. Ensure VIP and repeat guests are recognized and receive personalised service.
• Front Desk Operations: Oversee daily operations of the front desk, including check‑in/check‑out, reservations, and guest inquiries. Ensure smooth communication and coordination between the front desk and other hotel departments.
• Administrative Duties: Monitor and manage guest accounts, billing, and financial transactions to ensure accuracy. Assist in preparing reports and tracking key performance metrics.
• Reservations & Room Management: Assist with managing room availability, upgrades, and guest requests. Ensure rooms are assigned in line with guest preferences and operational requirements.
• Training & Development: Participate in the recruitment and training of front office staff, ensuring that the team is knowledgeable about hotel services, local attractions, and guest service standards.
• Operational Efficiency: Monitor guest flow and occupancy levels to ensure smooth operations, optimising room assignments, and guest satisfaction. Assist in the implementation of hotel policies and procedures.
• Upselling & Revenue Generation: Support front office team in upselling rooms, services, and hotel amenities to increase revenue. Promote hotel offers, special packages, and upgrades.
• Health & Safety Compliance: Ensure front desk operations comply with all health, safety, and security standards. Address any issues or concerns related to guest safety.

Qualifications

• Bachelor’s degree in Hospitality Management or a related field (preferred).
• 2–3 years of experience in front office or guest service roles, with at least 1 year in a supervisory position, ideally in a luxury hotel environment.
• Strong leadership, communication, and organizational skills.
• Proficiency in hotel management systems.
• Excellent customer service skills and a proactive approach to guest satisfaction.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Fluent in English and Bahasa Malaysia, with additional languages being a plus.

What We Offer

• Competitive salary and performance-based incentives.
• Training and professional development opportunities.
• A supportive and dynamic team environment in a luxurious, boutique hotel setting.