FRONT OFFICE MANAGER

Holiday Inn Johor Bahru City Centre; Johor Bahru; On-site; MYR 120,000 - 160,000; Full time

Job summary

Holiday Inn Johor Bahru City Centre is seeking a seasoned Front Office Manager to oversee daily operations of the Front Office Department, ensuring smooth service and a positive guest experience in line with IHG brand standards.

You will lead the Front Office team, coordinate with Housekeeping and Sales, manage check-in/check-out, handle guest requests, monitor occupancy and room revenue, and drive staff development, performance, and budgeting.

Qualifications

• Minimum 5 years of experience in Front Office operations, preferably in a supervisory or managerial role.
• Diploma or Degree in Hospitality Management or related field.
• Good knowledge of Front Office operations, hotel reservation systems, room inventory and guest service procedures.
• Familiar with PMS; Opera experience is an advantage.
• Strong leadership and team management skills.

Responsibilities

• Oversee daily operations of the Front Office Department including Front Desk, Concierge, Bell Service, Guest Relations and Executive Lounge where applicable.
• Ensure smooth check-in/check-out procedures and promptly handle guest requests and complaints.
• Lead, supervise and guide the Front Office team to maintain service standards and departmental targets.
• Monitor room availability, occupancy, rates and daily front office activities.
• Collaborate with Reservations and Sales to maximise occupancy and revenue opportunities.
• Handle guest feedback, service recovery, and monitor daily financial reports and VIP arrivals.

Skills

Leadership

Team management

Communication

Problem-solving

Interpersonal skills

English proficiency

Education

Diploma or Degree in Hospitality Management

Tools

Opera PMS

Job description

As the Front Office Manager at Holiday Inn Johor Bahru City Centre, you will be responsible for overseeing the daily operations of the Front Office Department, ensuring smooth operations and delivering a positive guest experience. You will lead the Front Office team, work closely with other departments, and ensure that guest services are handled professionally in line with IHG brand standards and hotel operating procedures. Directly reporting to the General Manager, this is a full-time position based in Johor Bahru, Johor.

What you'll be doing

Oversee the daily operations of the Front Office Department, including Front Desk, Concierge, Bell Service, Guest Relations, and Executive Lounge (where applicable).

Ensure smooth check-in and check-out procedures and that all guest requests, enquiries, and complaints are handled promptly and professionally.

Lead, supervise, and guide the Front Office team to maintain service standards and achieve departmental targets.

Monitor room availability, room assignments, occupancy, room rates, and daily front office activities.

Work closely with the Reservations and Sales teams to maximise room occupancy and revenue opportunities.

Handle guest complaints and service recovery matters, ensuring guest satisfaction is maintained.

Monitor daily reports, room revenue, guest feedback, and departmental performance.

Ensure all Front Office procedures are carried out in accordance with hotel policies, IHG brand standards, and operating procedures.

Coordinate with Housekeeping, Engineering, Security, and other departments to ensure guest requests and room-related matters are attended to promptly.

Monitor staff attendance, duty rosters, leave planning, and manpower requirements to ensure sufficient coverage at all times.

Conduct staff briefings, on-the-job training, and performance monitoring to improve team knowledge and service delivery.

Ensure proper handling of guest payments, cash float, billing, cashiering, and daily financial reports.

Monitor guest feedback and online reviews, and take the necessary action to improve guest satisfaction.

Assist in preparing the departmental budget, controlling operating costs, and monitoring expenses.

Ensure proper handling of VIP arrivals, special requests, and hotel inspections.

What we’re looking for

Minimum 5 years of experience in Front Office operations, preferably in a supervisory or managerial position within the hotel industry.

Diploma or Degree in Hospitality Management, Hotel Management, or a related field.

Good knowledge of Front Office operations, hotel reservation systems, room inventory, and guest service procedures.

Familiar with hotel Property Management Systems (PMS); experience with Opera would be an advantage.

Good understanding of room revenue, occupancy, room rates, and basic Front Office financial procedures.

Strong leadership and team management skills, with the ability to guide and motivate team members.

Good communication and interpersonal skills, with the ability to handle guest complaints and difficult situations professionally.

Able to work closely with other departments to ensure smooth hotel operations.

Good problem-solving, decision-making, and organisational skills.

Able to work on shifts, weekends, and public holidays when required.

Independent, responsible, and able to work under pressure.

Good command of English and Bahasa Malaysia, both written and spoken.