Front Office Duty Manager: Guest Experience & Ops Lead

THE STRAITS HOTEL & SUITES SDN. BHD.; Malacca City; On-site; MYR 60,000 - 82,000; Full time

Job summary

The Straits Hotel & Suites Sdn. Bhd. in Malacca City invites an experienced Front Office supervisor to oversee shift operations across Desk, Concierge, Guest Relations, Bell Desk and Communications, ensuring seamless service.

The role requires 2–3 years of supervisory hotel experience (4- or 5-star preferred), strong people skills, and proficiency with Hotelx and MS Office. It offers rotating shifts and a focus on high-touch guest experiences while safeguarding revenue and policy compliance.

Qualifications

• Supervisory experience in a hotel Front Office environment.
• Minimum 2–3 years supervisory experience (4- or 5-star properties preferred).
• Proficient in Hotelx system and MS Office.
• Strong verbal and written communication skills.

Responsibilities

• Supervise shift activities across the Front Desk, Concierge, Guest Relations, Bell Desk, and Communications teams
• Conduct pre-shift briefings to update incoming teams on occupancy, VIP arrivals, group movements, and operational priorities
• Coordinate room allocations and manage inventory, ensuring special requests and upgrade codes are applied systematically
• Execute seamless shift handovers by completing detailed logbook entries documenting issues, maintenance requests, and outstanding actions
• Serve as the primary point of contact for guest complaints, resolving service failures promptly with appropriate compensation within company policy boundaries
• Personally welcome VIPs, corporate accounts, and long-stay guests, ensuring high-touch recognition and service
• Manage overbooking situations strategically by arranging high-quality alternative solutions while protecting hotel reputation
• Audit front office billing transactions, managing floats, safe drops, foreign currency exchanges, and shift reconciliations
• Authorize high-value transactions, bill-to-room charges, credit policy exceptions, and paid-outs
• Drive upsell initiatives and supervise walk-in pricing to optimize average daily rate and revenue goals

Skills

Leadership

Communication

Conflict resolution

MS Office

Education

Bachelor's Degree or Diploma in Hospitality Management or related field

Tools

Hotelx system

Job description

The Straits Hotel & Suites Sdn. Bhd. in Malacca City invites an experienced Front Office supervisor to oversee shift operations across Desk, Concierge, Guest Relations, Bell Desk and Communications, ensuring seamless service.

The role requires 2–3 years of supervisory hotel experience (4- or 5-star preferred), strong people skills, and proficiency with Hotelx and MS Office. It offers rotating shifts and a focus on high-touch guest experiences while safeguarding revenue and policy compliance.