Front Office Duty Manager - Guest Experience & Ops Lead

THE KUALA LUMPUR JOURNAL; Kuala Lumpur; On-site; MYR 47,000 - 69,000; Full time

Job summary

THE KUALA LUMPUR JOURNAL is seeking a Front Office Supervisor to lead daily hotel operations in Kuala Lumpur. You will oversee front desk activities, guest arrivals and VIP handling, and coordinate with other departments to ensure seamless service.

Ideal candidates have a Diploma in Hospitality Management and at least 3 years of supervisory Front Office experience, with strong leadership and guest-focused communication. Flexible shifts including nights may be required.

Qualifications

• Diploma in Hospitality Management or a related field.
• Minimum 3 years in a supervisory/management Front Office role, preferably hospitality.
• Strong leadership and ability to motivate and develop employees.
• Excellent communication and interpersonal skills with a guest-focused approach.
• Experience with hotel PMS and Microsoft Office applications.

Responsibilities

• Lead and supervise Front Office operations to ensure smooth daily hotel operations and exceptional guest experiences.
• Conduct daily briefings and ensure effective communication across shifts and team members.
• Monitor and enhance Front Desk procedures, service standards, and operational efficiency.
• Manage guest concerns and complaints professionally, ensuring prompt resolution and guest satisfaction.
• Coordinate with other departments to ensure seamless service delivery and operational excellence.
• Oversee guest arrivals, departures, VIP handling, and room allocation to maintain high service standards.
• Monitor room revenue performance, rate variances, discounts, and billing accuracy.
• Handle occupancy challenges including full-house situations, overbookings, and guest relocations when required.
• Ensure compliance with hotel safety, security, and emergency procedures.
• Perform Night Audit duties and ensure accurate financial and operational reporting when assigned.
• Conduct training, coaching, and orientation programs to develop team members and maintain service excellence.
• Monitor staff grooming, professionalism, and performance, fostering a positive and productive work environment.
• Drive upselling initiatives and support revenue-generating opportunities across Front Office operations.
• Conduct regular inspections of guest and staff areas to ensure cleanliness, organization, and adherence to hotel standards.
• Support the achievement of departmental goals by delivering outstanding guest service and maximizing operational performance.

Skills

Leadership

Team management

Communication

Guest service

Problem solving

Education

Diploma in Hospitality Management

Tourism

Tools

PMS software

MS Office

Job description

THE KUALA LUMPUR JOURNAL is seeking a Front Office Supervisor to lead daily hotel operations in Kuala Lumpur. You will oversee front desk activities, guest arrivals and VIP handling, and coordinate with other departments to ensure seamless service.

Ideal candidates have a Diploma in Hospitality Management and at least 3 years of supervisory Front Office experience, with strong leadership and guest-focused communication. Flexible shifts including nights may be required.