Front Office Duty Manager

Forest City Hotel; Gelang Patah; On-site; MYR 61,000 - 100,000; Full time

Job summary

Forest City Hotel in Malaysia is seeking a proactive Front Office Supervisor to oversee daily operations, lead the front desk team, and maintain high service standards.

You will ensure smooth check-in/check-out, handle guest requests, coordinate with Housekeeping and other departments, and act as duty manager on shift to resolve issues promptly. A focus on guest satisfaction and operational efficiency is essential.

Responsibilities

• Oversee daily Front Office operations to ensure smooth and efficient hotel operations.
• Lead, guide, and monitor Front Office team members during assigned shifts to maintain service standards.
• Ensure efficient check-in and check-out procedures and high levels of guest satisfaction.
• Welcome and interact with guests in a friendly, professional, and courteous manner.
• Handle guest requests, inquiries, feedback, and complaints promptly and resolve issues.
• Act as the Duty Manager on shift and be the main point of contact for operational matters.
• Coordinate with Housekeeping, Engineering, Security, F&B, Reservations, and other departments for guest requests and issues.
• Monitor room status, arrivals, special requests, and other Front Office activities.
• Ensure accurate handling of room assignments, payments, and Front Office transactions.
• Verify daily Front Office transactions, reports, cash handling, and shift handovers.
• Conduct shift briefings and handovers to communicate important operational matters.
• Monitor guest arrivals and departures and coordinate VIP arrangements.
• Assist in handling emergencies and follow safety procedures.
• Ensure Front Desk areas are clean, organized, and maintained to standards.
• Monitor team attendance, grooming, punctuality, and adherence to policies.
• Provide coaching and on-the-job training to improve service quality.
• Identify operational issues and recommend improvements to guest satisfaction and efficiency.
• Prepare and review Front Office reports and documentation.
• Ensure proper handling of guest feedback, incidents, and lost and found items.
• Assist the Front Office Manager with administrative and operational duties when required.

Job description

Supervise and oversee daily Front Office operations to ensure smooth and efficient hotel operations.

Lead, guide, and monitor Front Office team members during assigned shifts, ensuring proper service standards and work procedures are followed.

Ensure efficient and professional check-in and check-out procedures while maintaining a high level of guest satisfaction.

Welcome and interact with guests in a friendly, professional, and courteous manner.

Handle guest requests, enquiries, feedback, and complaints promptly and professionally, taking appropriate action to resolve issues.

Act as the Duty Manager on shift and serve as the main point of contact for operational matters and guest concerns.

Coordinate closely with Housekeeping, Engineering, Security, F&B, Reservations, and other departments to ensure guest requests and operational issues are handled efficiently.

Monitor room status, room availability, VIP arrivals, special requests, group arrivals, and other important Front Office activities.

Ensure accurate handling of room assignments, key cards, guest information, payments, and Front Office transactions.

Monitor and verify daily Front Office transactions, reports, cash handling, and shift handovers.

Conduct proper shift briefings and handovers to ensure all important operational matters are communicated to the incoming team.

Monitor guest arrivals and departures and ensure special arrangements for VIPs and special occasions are properly coordinated.

Assist in handling emergency situations and follow hotel safety, security, and emergency procedures when required.

Ensure the Front Desk, lobby, and guest-facing areas are clean, organized, and maintained according to hotel standards.

Monitor team attendance, grooming, punctuality, and adherence to hotel policies and service standards.

Provide coaching, guidance, and on-the-job training to Front Office team members to improve service quality and operational performance.

Identify operational issues and recommend improvements to enhance guest satisfaction and Front Office efficiency.

Prepare and review relevant Front Office reports and documentation as required.

Ensure proper handling and follow-up of guest feedback, incidents, lost and found items, and other operational matters.

Assist the Front Office Manager with administrative and operational duties when required.