Assistant Front Office Manager — Guest Experience

FORTUNE VALLEY SDN. BHD.; Port Dickson; On-site; MYR 48,000 - 72,000; Full time

Job summary

FORTUNE VALLEY SDN. BHD. is seeking an Assistant Front Office Manager to oversee guest services, VIP arrivals and daily front desk operations. The role coordinates with Housekeeping to ensure prompt room availability, maintains up-to-date guest information, and supports budget planning for the Concierge department.

The candidate will lead guest relations, handle special requests, and drive service standards to achieve high guest satisfaction across all outlets and services.

Responsibilities

• Allocates rooms for arriving guests according to reservation criteria including VIP arrivals, special requests and group arrivals.
• Personally meets and greets all arriving VIP guests and communicates with FOM or GM on arrival and departure.
• Coordinates with Housekeeping to ensure vacant/clean rooms are available for immediate occupation.
• Keeps hotel information such as promotions, menu prices and outlet hours up-to-date for guest enquiries.
• Communicates with Outgoing Supervisor or Duty Manager at shift start and follows up on outstanding issues.
• Communicates with Incoming Supervisor or Duty Manager at shift end and resolves issues.
• Assists guest enquiries for restaurant reservations, entertainment and local attractions; maintains brochures for tours.
• Establishes Standard Operating Procedures for the department and ensures policy compliance.
• Initiates programs to improve procedures and maximize productivity and guest satisfaction.
• Assists FOM to prepare the Concierge Department expenditure budget annually.
• Ensures car park, driveway, entrances, lobby, lounge areas and lifts are neat and orderly.
• Maintains staff morale and monitors turnover; communicates professionally with internal and external parties.
• Follows up on EAST Manual training implementation and reviews Monthly Profit & Loss reports to control costs.
• Performs other duties as assigned from time to time.

Skills

Guest relations

VIP handling

Shift coordination

Communication skills

Staff motivation

Tools

Profit & Loss reports

SOP development

Job description

FORTUNE VALLEY SDN. BHD. is seeking an Assistant Front Office Manager to oversee guest services, VIP arrivals and daily front desk operations. The role coordinates with Housekeeping to ensure prompt room availability, maintains up-to-date guest information, and supports budget planning for the Concierge department.

The candidate will lead guest relations, handle special requests, and drive service standards to achieve high guest satisfaction across all outlets and services.