Front Office Lead — Luxury Hotel Guest Experience

Accorhotel; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Grand Mercure Kuala Lumpur Bukit Bintang is seeking an experienced Front Office professional to lead daily operations at our premium hotel in Kuala Lumpur. The role requires strong leadership, exceptional English communication, and a customer-first mindset to maximize occupancy and guest satisfaction.

You will work closely with Reservations and Finance, manage group movements, supervise staff training, and maintain high service standards across outlets and services.

Qualifications

• Minimum 5 years of relevant experience in a similar capacity.
• Excellent reading, writing and oral proficiency in English language.
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint. Opera Cloud

Responsibilities

• Ensure the efficient operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
• Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
• Liaise with Finance Department to ensure that credit procedures are properly carried out
• Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
• Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling
• Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management

Skills

Leadership

Interpersonal skills

Training skills

Communication

Customer service

Multi-tasking

Team player

High-pressure

Tools

MS Excel

MS Word

PowerPoint

Opera Cloud

Job description

Grand Mercure Kuala Lumpur Bukit Bintang is seeking an experienced Front Office professional to lead daily operations at our premium hotel in Kuala Lumpur. The role requires strong leadership, exceptional English communication, and a customer-first mindset to maximize occupancy and guest satisfaction.

You will work closely with Reservations and Finance, manage group movements, supervise staff training, and maintain high service standards across outlets and services.