Front Office Lead: Guest Experience & Service

Hilton; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Hilton is seeking an Assistant Front Office Manager to oversee daily front office operations and guest services, ensuring outstanding service and smooth check-in/out processes. You will lead a team of front desk agents, resolve guest concerns, and uphold Hilton's service standards in a fast-paced hotel environment.

The role emphasizes strong leadership, guest-centric communication, and proficiency with hotel PMS.

Qualifications

• Experience in a front office or guest service management role in hospitality.
• Strong leadership and ability to motivate staff.
• Excellent communication and guest-centric interpersonal skills.
• Ability to handle high-pressure situations with attention to detail.
• Proficiency in hotel PMS and front office operations.
• English proficiency; other languages a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Lead daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards.
• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience.
• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth.
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions.
• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards.
• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience.
• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment.

Skills

Front office management experience

Leadership / team management

Communication skills

Problem solving

PMS / front office systems

English proficiency

Flexible hours including nights/week-?

Education

Tools

PMS software

Job description

Hilton is seeking an Assistant Front Office Manager to oversee daily front office operations and guest services, ensuring outstanding service and smooth check-in/out processes. You will lead a team of front desk agents, resolve guest concerns, and uphold Hilton's service standards in a fast-paced hotel environment.

The role emphasizes strong leadership, guest-centric communication, and proficiency with hotel PMS.