Front Office Assistant Manager: Guest Experience Leader

ONYX Hospitality Group; Penang; On-site; MYR 56,000 - 89,000; Full time

Job summary

ONYX Hospitality Group is seeking a Front Office Supervisor to oversee guest arrivals and departures and manage front desk operations. The role involves addressing guest complaints, maintaining high service standards, and ensuring exceptional personal recognition from arrival to departure.

The successful candidate will lead front office staff, coordinate with managers, and support revenue-related reporting while upholding the hotel’s pricing and guest service policies.

Qualifications

• Diploma in Hospitality management or equivalent.
• Proficient with reservations handling and Opera/Micros systems.
• Excellent English communication skills.
• Strong organization, interpersonal and leadership abilities.

Responsibilities

• Oversee guest arrivals and departures with front office team.
• Handle guest complaints and provide fast resolutions.
• Provide high level customer service and maintain front office standards.
• Monitor executive floor team to maximize guest satisfaction.
• Assist FOM to prepare revenue reports and circulate to HODs.
• Ensure pricing policy and sales pitches support REVPAR.
• Oversee debtors' management and invoicing.
• Train employees and integrate new staff.
• Ensure front desk staff are well presented and punctual.

Skills

Front office knowledge

Customer service

Leadership

Communication skills

Reservations handling

Professional appearance

Attention to detail

Revenue awareness

English proficiency

Education

Diploma in Hospitality Management

Tools

Opera PMS

Micros PMS

Job description

ONYX Hospitality Group is seeking a Front Office Supervisor to oversee guest arrivals and departures and manage front desk operations. The role involves addressing guest complaints, maintaining high service standards, and ensuring exceptional personal recognition from arrival to departure.

The successful candidate will lead front office staff, coordinate with managers, and support revenue-related reporting while upholding the hotel’s pricing and guest service policies.