Director of Front Office (Pre-opening) - Waldorf Astoria

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 pre-opening property in Kuala Lumpur. This role involves managing the front office team, ensuring exceptional guest service, and adhering to high hotel standards. Candidates should possess extensive experience in luxury hotel front office operations and demonstrate strong leadership and problem-solving skills. Fluency in English is essential, with additional languages preferred.

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

• Manages the front office team to provide exceptional guest service.
• Ensures optimal team performance and adherence to policies.
• Handles guest complaints and requests efficiently.

Skills

Leadership

Communication

Problem-solving

Attention to detail

Guest-centric approach

Job description

Job Description

Director of Front Office (Pre-opening) – Waldorf Astoria, Kuala Lumpur – we are looking for a seasoned hospitality professional to lead our front office team and set the benchmark for guest service.

Location

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

Job Number

HOT0C14L

Responsibilities

• Manages and leads the front office team, providing direction, support, and ongoing coaching to ensure 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.
• Ensures that all front office and guest service procedures are followed and that operations run smoothly, especially during peak periods.
• 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.
• Comprehends and applies pertinent Health & Safety (H&S) legislations, ensuring effective integration into departmental operations.
• Upholds the highest standards of excellence by ensuring strict adherence to both Hotel Brand Service Standards and Forbes Service Standards.

Qualifications

• 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; proficiency in additional languages is considered a valuable asset.
• Demonstrated flexibility to accommodate a dynamic schedule, including availability for night shifts, weekends, and holiday hours.