Director of Front Office (Pre-opening)

Hilton Worldwide, Inc.; Kuala Lumpur; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading global hospitality company seeks a Director of Front Office for their new hotel in Kuala Lumpur. The role focuses on overseeing front office operations, managing guest interactions, and leading a team to ensure exceptional service delivery. Candidates must have experience in luxury hotel environments and strong leadership skills, along with a commitment to guest satisfaction. Apply for this opportunity to shape the guest experience in a prestigious setting.

Qualifications

• Demonstrated expertise in front office operations within a 5-star luxury hotel.
• Strong leadership and team management skills.
• Exemplary command of the English language.

Responsibilities

• Oversee all front office operations to ensure smooth arrivals and departures.
• Manage and lead the front office team, providing direction and support.
• Handle guest complaints and special requests promptly.

Skills

Leadership

Guest Satisfaction

Problem Solving

Communication

Attention to Detail

Flexibility

Job description

Job Description

Director of Front Office (Pre-opening) (Job Number: HOT0C14L)

Work Locations

Waldorf Astoria Kuala Lumpur 73, Jalan Raja Chulan, Bukit Bintang Kuala Lumpur 50200

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travelers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

Are you passionate about creating unforgettable first impressions and setting the benchmark for refined hospitality? Step into a prestigious leadership role as our Director of Front Office, where your expertise will shape every guest’s journey from the moment they arrive.

In this dynamic position, you’ll oversee all front office operations - ensuring smooth arrivals and departures, resolving guest concerns with poise, and inspiring a team committed to excellence. Your collaboration across departments will be essential in delivering a seamless, elevated experience that reflects the very essence of luxury.

If you’re driven by service, leadership, and the pursuit of perfection, we invite you to bring your talent to our team. Apply today and become part of an extraordinary legacy of excellence.

What will I be doing?

As the Director of Front Office, you will be responsible for performing the following tasks to the highest standards:

• Manages and leads the front office team, providing direction, support, and ongoing coaching to ensure they deliver exceptional guest service.
• Oversees team member scheduling, task allocation, and performance evaluations, ensuring optimal team performance and adherence to hotel policies.
• Ensures that all guest interactions, from check-in to check-out, are handled efficiently, professionally, and with a focus on exceeding guest expectations.
• Handles guest complaints, special requests, and concerns on time, ensuring prompt resolution and maintaining guest satisfaction.
• Manages front office operations, including room assignments, billing accuracy, and coordination with housekeeping for room availability and cleanliness. The front office department encompasses operators, concierge, front desk, bell and door and the personal concierge team.
• Ensures that all front office and guest service procedures are followed and that operations run smoothly, especially during peak periods.

Problem Solving & Issue Resolution

• Quickly and efficiently resolves guest complaints and operational challenges, ensuring that service recovery efforts exceed guest expectations.
• Anticipates potential guest issues and proactively takes steps to prevent service disruptions.
• Works closely with housekeeping, food and beverage, and other departments to ensure seamless service delivery and that guest needs are met promptly.
• Coordinates with the reservations and revenue management teams to maximize room occupancy and optimize guest satisfaction.
• Provides ongoing training for front office team members, ensuring they have the knowledge and skills to deliver excellent service.
• Conducts regular team meetings and performance reviews, offering feedback and coaching to improve individual and team performance.
• Prepares daily reports on front office activities, including occupancy rates, feedback, and operational issues.
• Manages guest profiles, updating preferences and maintaining accurate records to enhance future stays and loyalty.

Regulatory Compliance Awareness

• Comprehend and apply pertinent Health & Safety (H&S) legislations, ensuring their effective integration into departmental operations.
• Uphold the highest standards of excellence by ensuring strict adherence to both Hotel Brand Service Standards and Forbes Service Standards.

What are we looking for?

A Director of Front Office serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow:

• Demonstrated expertise in front office operations within a 5-star luxury hotel, showcasing a commitment to excellence and guest satisfaction.
• Pre-opening experience is an added advantage.
• Strong leadership and team management skills, with the ability to inspire and motivate team members.
• Excellent communication and interpersonal skills, with a guest‑centric approach.
• Strong problem‑solving abilities and attention to detail, with the ability to handle high‑pressure situations.
• Exemplary command of the English language is essential, with proficiency in additional languages considered a valuable asset.
• Demonstrated flexibility to accommodate a dynamic schedule, including availability for night shifts, weekends, and holiday hours.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job

Guest Services, Operations, and Front Office