Front Office Leader: Guest Experience & Operations

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 100,000 - 156,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Office Leader in Kuala Lumpur, Malaysia. You will oversee day-to-day staffing, set performance goals, and mentor team members to deliver exceptional guest service at the Front Office and related areas.

You will ensure staff are trained on systems, security, cash handling, and service standards, while driving revenue and occupancy through upselling and efficient operations, with a strong focus on guest satisfaction and regulatory compliance.

Qualifications

• Bachelor's degree in Hotel Management, Business Administration, or related field.
• Minimum 3 years' experience in Front Office or Guest Services with team leadership.
• Strong knowledge of front office systems, security, and cash handling procedures.
• Excellent guest relations and problem-resolution skills.
• Fluent English; additional languages are a plus.

Responsibilities

• Manage day-to-day staffing, plan and assign work, and set performance/development goals for team members.
• Mentor, coach, and provide regular feedback to staff.
• Train team on laws, safety regulations, and available tools.

Skills

Team leadership

Front office systems

Cash handling procedures

Guest relations

English fluency

Education

Bachelor's degree in Hotel Management or related field

Job description

InterContinental Hotels Group is seeking a Front Office Leader in Kuala Lumpur, Malaysia. You will oversee day-to-day staffing, set performance goals, and mentor team members to deliver exceptional guest service at the Front Office and related areas.

You will ensure staff are trained on systems, security, cash handling, and service standards, while driving revenue and occupancy through upselling and efficient operations, with a strong focus on guest satisfaction and regulatory compliance.