Assistant Manager, Front Office - Tune Hotel KLIA 2

Ormond Group; Sepang; On-site; MYR 48,000 - 72,000; Full time

Job summary

A dynamic hospitality company is seeking an Assistant Front Office Manager to join their team in Sepang. The ideal candidate will manage guest relations, oversee front office operations, and ensure exceptional service delivery. Candidates should possess strong leadership skills and prior experience in hotel management roles.

Qualifications

• Minimum 3-5 years of experience in Front Office operations.
• 1-2 years in a supervisory or leadership role.
• Proven track record of managing guest relations.

Responsibilities

• Ensure hotel lobby and public areas are guest-ready.
• Supervise and support the Front Office team.
• Address and resolve guest concerns promptly.

Skills

Leadership

Communication

Customer Service

Problem Solving

Decision Making

Education

Diploma or Degree in Hospitality Management

Additional training in customer service

Tools

Hotel Property Management Systems (PMS)

Microsoft Office

Google Workspace

Job description

We view ourselves as a scrappy start-up and as a vital member of the team, you will be expected to roll up your sleeves and get stuck in. Broadly, responsibilities as part of this role include:

Responsibilities:
Guest Relations & Front Office Duties

Ensure the hotel lobby and public areas are vibrant, clean, and guest-ready, especially during peak times.

Greet and engage with guests, offering assistance and ensuring a warm, welcoming atmosphere.

Address and resolve guest concerns or complaints promptly, documenting issues and follow-ups.

Personally handle the arrival experience for VIPs and corporate clients.

Coordinate guest services and special arrangements for long-staying guests.

Monitor and follow all credit and billing procedures.

Stay up to date with hotel products, room types, promotions, emergency protocols, and local area knowledge.

Track guest satisfaction and implement actions for continuous improvement.

Respond to and manage emergencies, incidents, and guest concerns as they arise.

Management & Administration

Supervise, coach, and support the Front Office team in delivering excellent service.

Provide feedback on team performance and assist in training and performance management.

Oversee shift handovers and ensure accurate completion of reports and logs.

Assist in preparing duty rosters, managing scheduling to ensure adequate coverage.

Ensure compliance with SOPs, brand standards, and service guidelines.

Assist with maintaining accurate team records and files in line with labour laws.

Review Night Audit reports, daily cash handling, and occupancy reports for accuracy.

Monitor and approve financial processes such as paid-outs, refunds, and deposits with supporting documents.

Ensure timely and accurate bank deposits.

Safety, Hygiene & Facility Oversight

Maintain cleanliness and readiness of the lobby, public areas, and surroundings.

Ensure hygiene and cleanliness comply with health and safety regulations.

Work with vendors, café operators, and convenience store partners to ensure smooth operation and compliance.

Implement and monitor procedures related to security, key control, lost & found, and emergencies.

Participate in health and safety checks, fire walks, and incident follow-ups.

Other Duties

Take on additional tasks or responsibilities as assigned by the Hotel Manager or General Manager for the effective running of hotel operations.

Qualifications & Requirements:

Education:

Diploma or Degree in Hospitality Management, Hotel Operations, or a related field.

Additional training in customer service or leadership is a plus.

Work Experience:

Minimum 3-5 years of experience in Front Office operations within the hotel industry.

At least 1–2 years in a supervisory or leadership role (e.g., Duty Manager, Assistant Manager, Front Office).

Proven track record of managing guest relations, handling escalations, and supervising teams.

Experience with hotel property management systems (PMS) and familiarity with night audits, reports, and cash handling procedures.

Skills & Attributes:

Strong leadership and team management skills.

Excellent communication in English and Bahasa Malaysia; additional languages are an advantage.

Passionate about guest service with a proactive and solution-oriented mindset.

Strong problem-solving and decision-making abilities.

Flexible with working hours, including shifts, weekends, and public holidays.

Good grooming and professional appearance.

Tech-savvy and comfortable using Microsoft Office, Google Workspace, and basic social media.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

How many years' experience do you have as an Assistant Front Office Manager? What's your expected monthly basic salary? Which of the following statements best describes your right to work in Malaysia? Which of the following types of qualifications do you have? How many years' experience do you have as a duty manager? Which of the following languages are you fluent in? How would you rate your Bahasa Malaysia language skills? How would you rate your English language skills?

Hotel & Accommodation Services 51-100 employees

Ormond Group owns and operates three distinct brands – Ormond Hotels, MoMo’s and Tune. We are backed by serial entrepreneurs and investors who have built (from scratch) successful, disruptive ventures such as AirAsia. Our shareholders and team are in turn committed to building a great business whilst having a lot of fun. We view ourselves as a scrappy start-up and as a vital member of the team, you will be expected to roll up your sleeves and get stuck in for the following position:

Ormond Group owns and operates three distinct brands – Ormond Hotels, MoMo’s and Tune. We are backed by serial entrepreneurs and investors who have built (from scratch) successful, disruptive ventures such as AirAsia. Our shareholders and team are in turn committed to building a great business whilst having a lot of fun. We view ourselves as a scrappy start-up and as a vital member of the team, you will be expected to roll up your sleeves and get stuck in for the following position:

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What can I earn as an Assistant Front Office Manager