Front Office Leader - Guest Experience & Operations

Hyatt Hotels; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hyatt Place Kuala Lumpur, Bukit Jalil, Malaysia, is seeking an experienced Front Office Manager to lead the Front Office team, manage guest arrivals and departures, reservations coordination, guest services, and front desk operations to ensure exceptional guest satisfaction and strong operational performance. The role reports to the Rooms Division Manager & General Manager.

The ideal candidate will have 5–6 years of hotel experience with a supervisory background, fluency in English and Bahasa

Qualifications

• A passionate hospitality professional who thrives on delivering memorable guest experiences and achieving operational excellence.
• Demonstrate a proven track record of leading and coaching Front Office team members to success, including Reception, Guest Services, Concierge and/or Bell Services colleagues.
• Strong leadership skills, with the confidence and ability to provide clear direction, motivate colleagues and ensure consistent adherence to hotel standards and procedures.
• Demonstrate recent experience in managing guest satisfaction, service recovery, complaint resolution and the overall guest journey.
• Demonstrate a masterful command and ability to use hotel property management systems, front office systems, point-of-sale systems and other relevant technology to support efficient operations and informed decision-making.
• Proven ability to manage front office operations, including arrivals, departures, room assignments, upgrades, VIP handling, group movements, billing enquiries and coordination with Housekeeping and other hotel departments.
• Demonstrate a proven track record of achieving guest satisfaction, quality assurance, rooms revenue and departmental performance goals.
• Previous experience in an international chain hotel with more than 230 rooms is preferred due to the scale and complexity of the operation.
• Pre-opening experience is a definite advantage for this role.
• Possess a Degree or Diploma in Hospitality or Tourism Management, Business Administration or a related discipline.
• A minimum of 5-6 years of hotel experience, including at least 2 years in a supervisory or management role within Front Office or Rooms Division operations.
• Demonstrate the ability to effectively interact with people of diverse socioeconomic, cultural and ethnic backgrounds.
• Possess the following character traits: high energy, guest-focused, commercially aware, entrepreneurial spirit, motivational leadership, effective communication, strong problem-solving ability and a commitment to exceptional customer service.
• Fluent in written and spoken English and Bahasa Malaysia. The ability to converse in other local languages will be an added advantage.
• The candidate must currently possess a valid working permit for Malaysia.

Responsibilities

• Lead the Front Office team and oversee all guest arrival and departure experiences.
• Coordinate reservations, guest services, front desk operations and rooms-related service delivery.
• Ensure exceptional guest satisfaction and strong operational performance across the front office.
• Report to the Rooms Division Manager & General Manager and collaborate with other departments to support seamless guest experiences.

Skills

Guest experience

Leadership

Front Office

Service recovery

PMS systems

VIP handling

Team motivation

Interdepartmental coordination

Communication

Problem solving

Customer service

Education

Degree/Diploma in Hospitality or related

Tools

Front Office Systems

POS Systems

Property Management Software

Job description

Hyatt Place Kuala Lumpur, Bukit Jalil, Malaysia, is seeking an experienced Front Office Manager to lead the Front Office team, manage guest arrivals and departures, reservations coordination, guest services, and front desk operations to ensure exceptional guest satisfaction and strong operational performance. The role reports to the Rooms Division Manager & General Manager.

The ideal candidate will have 5–6 years of hotel experience with a supervisory background, fluency in English and Bahasa