Assistant Manager, Front Office - Tune Hotel KLIA 2

Ormond Group; Sepang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hotel management company in Sepang, Malaysia, is seeking a Front Office Supervisor to oversee daily hotel operations and guest relations. The candidate should have 3-5 years of experience in front office management, coupled with strong leadership and communication skills in English and Bahasa Malaysia. Responsibilities include managing guest interactions, supervising the front office team, and ensuring compliance with safety and hygiene standards. This role requires flexibility with working hours including shifts, weekends, and public holidays.

Qualifications

• 3-5 years of experience in Front Office operations within the hotel industry.
• 1-2 years in a supervisory or leadership role.
• Experience handling guest relations and supervising teams.

Responsibilities

• Ensure the hotel lobby and public areas are vibrant and guest-ready.
• Greet and engage with guests, ensuring a warm atmosphere.
• Supervise and support the Front Office team in service delivery.
• Monitor cleanliness and hygiene compliance with health regulations.
• Review Night Audit reports for accuracy.

Skills

Leadership and team management

Communication in English

Communication in Bahasa Malaysia

Problem-solving

Decision-making

Education

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

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.