Front Desk Team Leader (Front Office)

Meili Resort Hotel Sdn Bhd; Semporna; On-site; MYR 42,000 - 66,000; Full time

Job summary

Meili Resort Hotel Sdn Bhd seeks a Front Office Supervisor to oversee daily front desk operations, guest check-in/out, room assignments and billing. This role ensures accurate guest records in the PMS and coordinates VIP arrivals and group bookings.

You will lead and train front desk staff, ensuring smooth shift handovers, professional service, and prompt response to guest requests. Relocation to Semporna, Sabah is required.

Qualifications

• Diploma or certificate in hospitality management or related field.
• 2–3 years in front office operations or similar role.
• Supervisory or team leader experience is an advantage.

Responsibilities

• Supervise and coordinate front desk operations during daily service.
• Manage check-in/check-out, reservations and billing procedures.
• Monitor room availability, occupancy and daily arrival/departure lists.
• Update guest information and transactions in the PMS accurately.
• Handle room allocation, VIP arrivals and group bookings.
• Welcome guests and deliver professional reception experience.
• Address guest inquiries, requests, complaints and feedback promptly.
• Escalate serious issues to Front Office Manager when necessary.
• Coordinate with Reservations, Housekeeping and F&B to fulfil guest requests.
• Monitor cashiering activities, payments and settlement.
• Ensure SOPs, safety and security protocols are followed.

Skills

Front desk operations

Team leadership

Chinese language

English language

Bahasa Malaysia

Education

Diploma or Certificate in Hospitality Management

Job description

Supervise and coordinate daily front desk operations to ensure smooth and efficient service delivery.

Ensure proper handling of guest check-in, check-out, room assignments, reservations and billing procedures.

Monitor room availability, occupancy status and daily arrival and departure lists.

Ensure all guest information, registration records and transactions are accurately updated in the Property Management System (PMS).

Handle room allocation, special requests, VIP arrivals and group bookings.

B. Guest Relations & Customer Service

Welcome guests warmly and ensure a professional and friendly reception experience.

Attend to guest enquiries, requests, complaints and feedback promptly and professionally.

Resolve guest concerns effectively and **escalate serious issues to the Front Office Manager or Management** when necessary.

Ensure guest satisfaction throughout their stay and maintain positive relationships with guests.

Coordinate with other departments to fulfil guest requests and special arrangements.

C. Team Coordination & Supervision

Lead, guide and coordinate front desk team members during daily operations.

Assign daily duties and ensure proper shift handovers between team members.

Monitor staff attendance, punctuality, grooming, discipline and work performance.

Provide on-the-job guidance and training to new and existing front desk employees.

Encourage teamwork, professionalism and compliance with the resort's service standards.

D. Reservations & Communication

Assist with reservation enquiries, booking confirmations, amendments and cancellations.

Coordinate with the Reservations, Housekeeping, Food & Beverage and other departments to ensure accurate room status and guest arrangements.

Ensure all guest requests and important information are properly communicated between shifts and departments.

Monitor upcoming arrivals, departures and special guest requirements.

E. Cashiering & Administrative Duties

Monitor front desk cashiering activities, including cash handling, billing, payment collection and settlement.

Ensure all financial transactions are recorded accurately and follow the resort's financial procedures.

Prepare daily reports, shift reports, guest feedback records and other operational documentation.

Ensure proper handling of cash floats, receipts and payment records.

F. Operational Standards & Compliance

Ensure the front desk area is clean, organised and presentable at all times.

Ensure compliance with resort policies, standard operating procedures (SOPs), safety requirements and security protocols.

Protect guest confidentiality and ensure proper handling of personal information.

Report maintenance issues, safety concerns and operational irregularities to the relevant departments.

Perform other duties and responsibilities as assigned by the Front Office Manager or Management.

3. QUALIFICATIONS & REQUIREMENTS

Education

Diploma or Certificate in Hospitality Management, Hotel Management or a related field is preferred.

Relevant working experience may be considered in place of formal qualifications.

Working Experience

Minimum 2–3 years of experience in front office operations or a similar hospitality position.

Previous experience in a supervisory or team leader role will be an advantage.

Experience in resort or hotel operations is preferred.

Language Requirements

Must be able to communicate effectively in spoken, read and write in Chinese.

Good command of English and Bahasa Malaysia is preferred.

Other Requirements

Must be willing to relocate and reside in Semporna, Sabah.