Front Office Lead: Elevate Guest Experience & Ops

The Lakehouse Cameron Highlands; Penang; On-site; MYR 40,000 - 65,000; Full time

Job summary

The Lakehouse Cameron Highlands is seeking a Front Office Crew Leader to guide the Front Office team in delivering exceptional guest experiences. The role involves supervising daily operations, handling guest requests, and promoting hotel services while ensuring smooth check-in/check-out and accuracy in billing.

Ideal candidates will have 2–3 years Front Office experience with at least 1 year in a supervisory role, excellent communication skills, and proficiency in Opera PMS.

Qualifications

• Diploma or Degree in Hospitality Management or related field.
• Minimum 2-3 years Front Office experience in a hotel.
• At least 1 year of supervisory or leadership experience.
• Excellent communication and interpersonal skills.
• Proficient in Opera PMS or similar hotel management system.
• Able to work rotating shifts, weekends and public holidays.
• Fluent in English; additional languages are an advantage.

Responsibilities

• Supervise and support the Front Office Crew in daily operation.
• Monitor guest accounts that exceed the approved credit limit and take appropriate action.
• Perform efficient check-in, check-out and guest registration procedures.
• Handle guest requests, enquiries and complaints promptly and professionally.
• Promote and upsell hotel services, room upgrades and promotional packages.
• Provide information on Penang, hotel facilities, memorabilia and hotel events & promotions.
• Coach and mentor Front Office Crew members to ensure consistent service standards and operational excellence.
• Assist in planning daily staffing requirements to ensure adequate shift coverage.
• Prepare and coordinate all necessary documentation for guest arrivals and departures.
• Maintain accurate cash float balances and ensure guest accounts are settled correctly.
• Maintain a clean, organized and professional work environment.
• Support the hotel's "Save the Planet" sustainability initiatives in daily operations.
• Demonstrate impeccable product knowledge including but not limited to hotel and café memorabilia, operation hours, promotions, etc.
• Operate the hotel's PABX telephone system and manage internal and external calls.
• Deliver amplified service at the Rock Royalty Lounge.
• Escort guests to their rooms and assist with luggage when required.
• Prepare departure billing for the following day's check-outs when assigned to the night shift.
• Provide Business Centre services for guests such as but not limited to send/receive emails, faxes, photocopying, after operation hour.
• Be an active member during organized philanthropic events.
• Assisting Reservations with enquiries and bookings after business hours.
• Singing birthday songs to guests who are celebrating a birthday.

Skills

Leadership

Communication

Customer service

Team supervision

Fluent English

Problem-solving

Education

Diploma in Hospitality

Hospitality Degree

Tools

Opera PMS

Job description

The Lakehouse Cameron Highlands is seeking a Front Office Crew Leader to guide the Front Office team in delivering exceptional guest experiences. The role involves supervising daily operations, handling guest requests, and promoting hotel services while ensuring smooth check-in/check-out and accuracy in billing.

Ideal candidates will have 2–3 years Front Office experience with at least 1 year in a supervisory role, excellent communication skills, and proficiency in Opera PMS.