Front Office Duty Manager: Guest Experience Lead

Forest City Hotel; Gelang Patah; Sur place; MYR 61 000 - 100 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

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.