Front Office Leader: Guest Experience & Revenue

Pullman Hotels & Resorts; Kuching; On-site; MYR 90,000 - 150,000; Full time

Job summary

Pullman Kuching is seeking a Front Office Manager to lead the front office, concierge, and related services, ensuring exceptional guest experiences and smooth operations. The role oversees reception, call center, bell desk, guest relations, and duty management while maintaining brand standards and profitability.

Responsibilities include coordinating with Housekeeping, Engineering, Security, F&B, and Sales, driving guest satisfaction, and optimizing room revenue through upselling and strategic

Qualifications

• Diploma or degree in Hospitality Management or related field preferred.
• Minimum 5 years Front Office experience in an international hotel.
• Minimum 2 years in a supervisory or management role.
• Experience with Accor properties is an advantage.

Responsibilities

• Lead the daily operations of Front Office, Reception, Concierge, Bell Desk, Call Center, Guest Relations, and related services.
• Ensure smooth check-in, check-out, room allocation, and guest request handling processes.
• Coordinate closely with Housekeeping, Engineering, Security, F&B, and Sales teams.
• Drive guest satisfaction scores, online reputation, and loyalty experiences.
• Maximize room revenue through upselling, rate integrity, and occupancy management.
• Build and develop a high-performing Front Office team.

Skills

Leadership

Guest relations

Communication

Problem solving

Education

Diploma / Degree in Hospitality Management

2+ years supervisory/management experience

Tools

Opera PMS

Job description

Pullman Kuching is seeking a Front Office Manager to lead the front office, concierge, and related services, ensuring exceptional guest experiences and smooth operations. The role oversees reception, call center, bell desk, guest relations, and duty management while maintaining brand standards and profitability.

Responsibilities include coordinating with Housekeeping, Engineering, Security, F&B, and Sales, driving guest satisfaction, and optimizing room revenue through upselling and strategic