Front Office Lead - Guest Experience & Ops

Holiday Inn Johor Bahru City Centre; Johor Bahru; On-site; MYR 120,000 - 160,000; Full time

Job summary

Holiday Inn Johor Bahru City Centre is seeking a seasoned Front Office Manager to oversee daily operations of the Front Office Department, ensuring smooth service and a positive guest experience in line with IHG brand standards.

You will lead the Front Office team, coordinate with Housekeeping and Sales, manage check-in/check-out, handle guest requests, monitor occupancy and room revenue, and drive staff development, performance, and budgeting.

Qualifications

• Minimum 5 years of experience in Front Office operations, preferably in a supervisory or managerial role.
• Diploma or Degree in Hospitality Management or related field.
• Good knowledge of Front Office operations, hotel reservation systems, room inventory and guest service procedures.
• Familiar with PMS; Opera experience is an advantage.
• Strong leadership and team management skills.

Responsibilities

• Oversee daily operations of the Front Office Department including Front Desk, Concierge, Bell Service, Guest Relations and Executive Lounge where applicable.
• Ensure smooth check-in/check-out procedures and promptly handle guest requests and complaints.
• Lead, supervise and guide the Front Office team to maintain service standards and departmental targets.
• Monitor room availability, occupancy, rates and daily front office activities.
• Collaborate with Reservations and Sales to maximise occupancy and revenue opportunities.
• Handle guest feedback, service recovery, and monitor daily financial reports and VIP arrivals.

Skills

Leadership

Team management

Communication

Problem-solving

Interpersonal skills

English proficiency

Education

Diploma or Degree in Hospitality Management

Tools

Opera PMS

Job description

Holiday Inn Johor Bahru City Centre is seeking a seasoned Front Office Manager to oversee daily operations of the Front Office Department, ensuring smooth service and a positive guest experience in line with IHG brand standards.

You will lead the Front Office team, coordinate with Housekeeping and Sales, manage check-in/check-out, handle guest requests, monitor occupancy and room revenue, and drive staff development, performance, and budgeting.