Front Office Duty Manager: Guest Experience Leader

PLENITUDE IPOH SDN. BHD.; Ipoh; On-site; MYR 67,000 - 112,000; Full time

Job summary

Plenitude Berhad, Ipoh, is seeking a Front Office Supervisor to oversee daily operations, ensuring service standards and hotel policies are followed while maintaining guest satisfaction.

You will supervise staff, handle guest queries, coordinate with other departments, and contribute to up-selling and revenue initiatives. Fluent English is required, with additional languages an advantage.

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management.
• 2–4 years of Front Office experience, including at least 1 year in a supervisory role.
• Strong leadership and people management skills.
• Excellent customer service, communication, and problem-solving abilities; proficiency in English is required.
• Ability to work independently and make sound decisions under pressure.
• Willingness to work rotating shifts, weekends, and public holidays.

Responsibilities

• Supervise daily Front Office operations to ensure service standards, policies, and procedures are consistently adhered to.
• Ensure high standards of guest service and promptly resolve guest complaints or issues.
• Monitor room status, arrivals, departures, and special guest requests.
• Maintain positive and professional relationships with both guests and stakeholders, ensuring a high level of customer satisfaction and team morale.
• Handle emergency situations professionally and in accordance with hotel procedures.
• Ensure the lobby, front entrance, and all external areas within the hotel premises are clean, well-maintained, and presentable at all times.
• Recommend and support continuous improvement initiatives, service enhancements, and innovations to improve operational efficiency, service standards, and guest experience.
• Assist the Front Office Manager in maximizing room sales and hotel revenue through effective room inventory management, up-selling, and identification of sales opportunities.
• Providing training for the Front Office Staff
• Carry out any other duties as assigned by Management from time to time.

Skills

Leadership

Customer service

Communication

Problem-solving

English proficiency

Education

Diploma or Bachelor's Degree in Hospitality Management

Hotel Management degree (preferred)

Job description

Plenitude Berhad, Ipoh, is seeking a Front Office Supervisor to oversee daily operations, ensuring service standards and hotel policies are followed while maintaining guest satisfaction.

You will supervise staff, handle guest queries, coordinate with other departments, and contribute to up-selling and revenue initiatives. Fluent English is required, with additional languages an advantage.