Front Office Manager

Landison Hotel; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent hospitality establishment in George Town, Malaysia, is seeking a Front Office Supervisor. This role involves supervising daily front office operations, ensuring exceptional guest service, and leading the front office team. The ideal candidate will have strong leadership skills, a commitment to guest satisfaction, and the ability to manage the front office's administrative functions effectively. Join a dynamic team to enhance guest experiences and optimize hotel operations in a vibrant environment.

Qualifications

• Proven experience in a front office or guest services role within the hotel industry.
• Ability to lead and motivate a team effectively.
• Strong organizational and multitasking skills.

Responsibilities

• Supervise daily front office activities and ensure guest satisfaction.
• Lead the front office team, conducting briefings and training.
• Prepare and review operational reports and manage expenses.

Skills

Strong leadership

Excellent communication

Guest service orientation

Problem-solving

Job description

Supervise daily front office activities including guest check-in, check-out, reservations, and cashiering functions.

Ensure smooth coordination among reception, concierge, and bell service teams.

Monitor front office procedures to ensure accuracy, efficiency, and compliance with hotel policies.

Manage room allocations and monitor occupancy to optimize room revenue.

Provide assistance and decision-making support for any sudden operational issues that occur during off-duty hours, weekends, or public holidays.

2. Guest Services and Relations

Maintain a strong and visible presence in the lobby at all times, especially during peak hours, to ensure service quality and guest satisfaction.

Personally greet and assist guests upon arrival and departure.

Handle guest complaints promptly and professionally, ensuring quick resolution and guest satisfaction.

Monitor guest feedback through comment cards and online reviews, taking corrective actions when necessary.

Ensure VIP guests and repeat guests receive personalized service and attention.

Enhance guest satisfaction and uphold hotel service standards by actively monitoring, analyzing, and responding to guest feedback across all major online platforms.

3. Team Leadership and Training

Lead and supervise the front office team to deliver consistent, courteous, and efficient service.

Conduct daily briefings to communicate important information such as occupancy status, VIP arrivals, group movements, and special instructions.

Ensure all team members are updated on hotel events, promotions, and operational changes.

Plan and conduct on-the-job training and coaching sessions to improve performance and service quality.

Manage staff scheduling, attendance, grooming, and discipline in accordance with hotel standards.

4. Coordination and Communication

Liaise with other departments such as Housekeeping, Engineering, and Sales to ensure smooth guest operations.

Communicate special requests and important guest information to relevant departments.

Work closely with the Reservation and Revenue team to manage room inventory effectively.

5. Administration and Reporting

Prepare and review daily, weekly, and monthly front office reports.

Monitor and control operating expenses within the department’s budget.

Maintain proper records of guest history, incidents, and operational issues.

Ensure front office equipment and systems are functioning properly and coordinate maintenance when required.

6. Standards and Compliance

Enforce hotel policies, procedures, and standard operating procedures (SOPs) within the front office department.

Ensure compliance with safety, security, and hygiene standards at the front desk and public areas.

Support management in audits, inspections, and operational reviews.

7. Emergency and Off-Hour Support

Provide assistance and supervision for any hotel issues or hotel emergencies that occur during off-duty hours, weekends, or public holidays.

Remain available for urgent operational needs that may arise beyond regular working hours.

Be flexible and available during peak or holiday seasons to support hotel operations and handle urgent maintenance or security matters.