Front Office Lead: Guest Experience & Ops

Hotel Granada Johor Bahru; Johor Bahru; On-site; MYR 46,872 - 71,424; Full time

Job summary

Hotel Granada Johor Bahru is seeking a Front Office Supervisor to oversee smooth front desk operations, assist senior managers, and ensure guest satisfaction. The role includes supervising receptionists, handling registrations, and coordinating with housekeeping to ensure room readiness, while training new staff and resolving payment issues.

The position requires strong leadership, communication skills, and a focus on maintaining high service standards in a busy hotel environment.

Responsibilities

• Ensure smooth and efficient front office operations.
• Assist Duty Manager/AFOM/FOM when absent.
• Supervise reception, registration, mail, keys and concierge.
• Manage front office system as required.
• Train and guide new staff and trainees.
• Resolve guest payment issues (credit cards, etc.).
• Follow up on guest satisfaction and relate issues.
• Prepare materials for check-in for VIPs and groups.
• Process payments including room charges and cash.
• Anticipate sold-out situations and arrange alternatives.
• Coordinate with Housekeeping on room readiness.
• Maintain logs, balance cash and report discrepancies.
• Maintain confidentiality and professional appearance.
• Handle reservations at counter or by phone.
• Develop positive working relationships and maximize revenue.

Job description

Hotel Granada Johor Bahru is seeking a Front Office Supervisor to oversee smooth front desk operations, assist senior managers, and ensure guest satisfaction. The role includes supervising receptionists, handling registrations, and coordinating with housekeeping to ensure room readiness, while training new staff and resolving payment issues.

The position requires strong leadership, communication skills, and a focus on maintaining high service standards in a busy hotel environment.