Assistant Manager / Manager Front Office

Ren Wellness Retreat; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury wellness retreat located in Selangor, Malaysia, is seeking a Front Office Manager to lead operations and ensure exceptional guest service. The candidate should possess a Diploma or Bachelor’s Degree in Hospitality Management with at least 5–8 years of experience in Front Office settings, preferably within 5-star hotels. Strong leadership, operational discipline, and communication skills are essential to coordinate with various departments effectively. This role may require working shifts, weekends, and public holidays.

Qualifications

• Minimum 5–8 years of Front Office experience in 5-star hotels or wellness hospitality.
• At least 2–3 years in a managerial role.
• Experience in managing Duty Managers and operations across multiple shifts.

Responsibilities

• Lead and manage all Front Office operations to ensure exceptional guest service.
• Monitor daily Front Office operations for accuracy in check-in, check-out, and billing.
• Coordinate closely with Housekeeping and Engineering for room management.

Skills

Strong leadership and people management skills

Sound financial awareness

Excellent Front Office operational knowledge

Attention to detail

Communication and problem-solving skills

Education

Diploma or Bachelor’s Degree in Hospitality Management

Job description

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land), is a one-of-a-kind integrated Hospitality, Health and Wellness destination anchored Traditional & Complementary Medicine aspiring to enrich people’s lives in every way. REN aims to provide a luxurious nurturing haven for all, from Business Travelers to Holiday Makers, Athletes and Families.

The REN, we exemplify the virtues of integrity, compassion and a solid moral compass with a passion for a cause, service from the hearts with a constructive responsibility to prioritize the greater good over self-interest.

Your Role

The person is responsible for leading and managing all Front Office operations to ensure exceptional guest service, healthy room inventory, effective shift control, and seamless coordination with all operational departments.

Key Responsibilities

1. Guest Service & Brand Standards
   • Maintain high standards of service to all guests at all times.
   • Ensure Front Office service delivery aligns with brand and operational standards.
   • Personally check, inspect, and verify VIP rooms and special arrangement rooms prior to guest arrival.
2. Front Office Operations & Room Management
   • Oversee Duty Managers to ensure effective shift control and escalation handling.
   • Monitor daily Front Office operations including check-in, check-out, billing, and night audit accuracy.
   • Monitor daily OOO (Out of Order) and OOS (Out of Service) rooms.
   • Coordinate closely with Housekeeping and Engineering to minimise OOO/OOS rooms and ensure timely release back to sellable inventory.
   • Ensure room inventory remains accurate, healthy, and available for sale.
   • Monitor Front Office departmental expenses and manpower costs to ensure adherence to the approved budget.
   • Support revenue optimization through upselling, room upgrades, and package execution.
3. Concierge, Bell Services & Executive Lounge
   • Oversee Concierge operations including Bell Services and Driver cum Bellman functions.
   • Ensure professional handling of luggage, guest escorting, transportation coordination, and safety standards.
   • Oversee Executive Lounge operations including access control, entitlement management, and service consistency
4. Reservations & Interdepartmental Coordination
   • Oversee Reservation operations to ensure accurate bookings, amendments, cancellations, and correct rate or package application.
   • Ensure room packages, wellness bundles, and add-ons are correctly configured, posted, and billed in the system.
   • Coordinate operationally with Food & Beverage, Healthcare, Spa & Wellness, Recreation, Housekeeping, Engineering, Security, and Finance departments.
5. People Management, Compliance & Emergency Preparedness
   • Support recruitment, onboarding, training, and performance management of Front Office leadership and team members
   • Ensure compliance with SOPs, PDPA, PCI-DSS, and healthcare-related confidentiality requirements
   • Coordinate emergency response readiness with Security and Healthcare teams

Requirements

1. Education:
   • Diploma or Bachelor’s Degree in Hospitality Management or a related field.
2. Experience:
   • Minimum 5–8 years of Front Office experience in hotel with 5-star rating or wellness hospitality.
   • At least 2–3 years in a Front Office managerial role.
   • Solid experience managing Front Office Operations, Duty Managers and multi-shift operations.
   • Pre-opening or wellness / healthcare hospitality experience is an added advantage.
3. Skills:
   • Strong leadership and people management skills.
   • Sound financial awareness and departmental cost control capability.
   • Excellent Front Office operational and PMS knowledge.
   • High attention to detail and operational discipline.
   • Strong communication, coordination, and problem-solving skills.
4. Others :
   • Willingness to work shifts, weekends, and public holidays based on operational needs.
   • Ability to work effectively in a cross-functional and multi-disciplinary team.
   • Strong integrity, accountability, and compliance mindset.

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