Front Office Leader: Guest Experience & Ops

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

IHG Hotels & Resorts in Kuala Lumpur is seeking an experienced Front Office Leader to manage daily staffing, assign work, and drive service standards across Reception, Concierge, and Regent teams. You will train staff, monitor budgets, control labour costs, and oversee night audit and daily financial reports to ensure smooth operations and guest satisfaction.

The ideal candidate holds a Bachelor’s degree in Hotel Management, has ≥3 years in Front Office leadership, and speaks fluent English;

Qualifications

• Bachelor’s degree in Hotel Management or equivalent.
• Minimum 3 years’ experience in Front Office or Guest Services, including leadership.
• Strong knowledge of front office systems, security, and cash handling.
• Excellent guest relations and problem resolution skills.
• Fluent English required; other languages an advantage.

Responsibilities

• Manage day-to-day staffing requirements, plan and assign work, and set performance goals for team members.
• Train team in compliance with laws and safety regulations; ensure tools and equipment are available.
• Ensure staff are trained on systems, security, cash handling procedures, and service standards.
• Ensure smooth daily operation of the Front of House and clear team roles.
• Plan and implement training programmes with the Training team.

Skills

Front Office Leadership

Guest Services

Team Management

Budget Control

Night Audit

Staff Training

Education

Bachelor's degree in Hotel Management

Tools

Front Office Systems

PBX

Job description

IHG Hotels & Resorts in Kuala Lumpur is seeking an experienced Front Office Leader to manage daily staffing, assign work, and drive service standards across Reception, Concierge, and Regent teams. You will train staff, monitor budgets, control labour costs, and oversee night audit and daily financial reports to ensure smooth operations and guest satisfaction.

The ideal candidate holds a Bachelor’s degree in Hotel Management, has ≥3 years in Front Office leadership, and speaks fluent English;