Front Office Lead: Elevate Guest Experience

Hotel Casuarina Meru; Ipoh; On-site; MYR 90,000 - 120,000; Full time

Job summary

Hotel Casuarina Meru in Ipoh, Perak seeks an experienced Senior Duty Manager to lead the Front Office & Guest Services team and supervise daily operations. You will oversee check-ins, guest relations, and staff performance during your shift to uphold service standards.

This is a full-time role based in Ipoh with a focus on guest satisfaction and operational excellence. The ideal candidate has at least five years in a front office leadership role within hospitality, strong PMS and MS Office

Qualifications

• Minimum 5 years of experience in a front office or guest services leadership role within the hospitality industry.
• Strong knowledge of hotel operations, property management systems and front office procedures.
• Proven ability to manage and motivate a team in a fast-paced hospitality environment.
• Excellent communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels.
• Outstanding problem-solving capabilities and the ability to handle guest complaints tactfully and effectively.
• Strong attention to detail and accuracy in financial transactions and record-keeping.
• Proficiency in using property management systems and Microsoft Office applications.
• Fluency in English; additional languages such as Malay or Mandarin are advantageous.
• Flexibility to work shifts, including early mornings, late evenings and weekends.
• Professional appearance and demeanour with a commitment to delivering exceptional guest service.
• Certification in hospitality management or hotel operations is preferred.

Responsibilities

• Oversee all front office operations during assigned shifts, ensuring smooth check-ins, check-outs and guest inquiries are handled efficiently.
• Provide exceptional guest service and resolve guest complaints and concerns with professionalism and discretion.
• Supervise and direct front office staff, including receptionists and concierge personnel, ensuring compliance with hotel standards and procedures.
• Manage room availability, allocations and special requests, coordinating with housekeeping and other departments as needed.
• Monitor and maintain front office systems, including the property management system, ensuring accurate guest records and billing.
• Conduct regular briefings with team members to communicate hotel policies, promotions and operational updates.
• Perform financial reconciliation of guest accounts, cash handling and payment processing in accordance with hotel procedures.
• Maintain security protocols and guest confidentiality, ensuring all areas of the hotel remain secure.
• Identify and implement process improvements to enhance operational efficiency and guest satisfaction.
• Cover reception duties when necessary and assist with other front office tasks to ensure seamless operations.
• Report to management on daily operations, incidents and any issues requiring attention.

Skills

Front office leadership

Team management

Communication skills

Problem solving

Attention to detail

PMS experience

MS Office

English fluency

Malay/Mandarin advantageous

Education

Hospitality management certification

Tools

Property Management System (PMS)

Microsoft Office

Job description

Hotel Casuarina Meru in Ipoh, Perak seeks an experienced Senior Duty Manager to lead the Front Office & Guest Services team and supervise daily operations. You will oversee check-ins, guest relations, and staff performance during your shift to uphold service standards.

This is a full-time role based in Ipoh with a focus on guest satisfaction and operational excellence. The ideal candidate has at least five years in a front office leadership role within hospitality, strong PMS and MS Office