Assistant Manager, Front Office

ONYX Hospitality Group; Penang; On-site; MYR 56,000 - 89,000; Full time

Job summary

ONYX Hospitality Group is seeking a Front Office Supervisor to oversee guest arrivals and departures and manage front desk operations. The role involves addressing guest complaints, maintaining high service standards, and ensuring exceptional personal recognition from arrival to departure.

The successful candidate will lead front office staff, coordinate with managers, and support revenue-related reporting while upholding the hotel’s pricing and guest service policies.

Qualifications

• Diploma in Hospitality management or equivalent.
• Proficient with reservations handling and Opera/Micros systems.
• Excellent English communication skills.
• Strong organization, interpersonal and leadership abilities.

Responsibilities

• Oversee guest arrivals and departures with front office team.
• Handle guest complaints and provide fast resolutions.
• Provide high level customer service and maintain front office standards.
• Monitor executive floor team to maximize guest satisfaction.
• Assist FOM to prepare revenue reports and circulate to HODs.
• Ensure pricing policy and sales pitches support REVPAR.
• Oversee debtors' management and invoicing.
• Train employees and integrate new staff.
• Ensure front desk staff are well presented and punctual.

Skills

Front office knowledge

Customer service

Leadership

Communication skills

Reservations handling

Professional appearance

Attention to detail

Revenue awareness

English proficiency

Education

Diploma in Hospitality Management

Tools

Opera PMS

Micros PMS

Job description

• Have a good knowledge of all systems and standard operating procedures of front office.

  - Oversees and supervises guest arrivals and departures with the front office executive and managers.

  - Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

  - Provide high level of customer service and maintain a high profile in the day to day front office operations.

  - Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

  - Facilitate the FOM to prepare monthly and daily revenue report and circulate to all HOD's.

  - Makes sure that the hotel’s pricing policy and sales pitches are duly applied in order to optimize REVPAR.

  - Supervises the management of debtors

• group and individual guest invoicing and cash operations.

  - Integrates and trains employees

- Ensures that all front desk employees are well presented (uniforms

• personal hygiene)
• and also punctual.

Positions are opened to all local and permanent residence of Malaysia only.

Only shortlisted candidates will be contacted.

Qualifications:

• Min diploma in Hospitality management or equivalent.

  - Must be proficient with reservations handling and process and familiar with Opera/Micros system.

  - Excellent communication skills in English (verbal and written).

  - Excellent organization

• interpersonal and leadership skills required along with displaying excellent attention to detail.

  - Ability to observe business etiquette and maintain a professional appearance.

Education:

Diploma

Years of experience:

3

Number of positions:

1