Front Office Manager

Hilton Worldwide, Inc.; Kedah; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading global hospitality company is seeking a Front Office Manager for their location in Kedah, Malaysia. The ideal candidate will possess a minimum of 5 years of experience in the Front Office or Rooms Department and at least 3 years in a leadership role within an international chain. Responsibilities include managing operations, promoting guest services, and ensuring high levels of team cooperation. Candidates should be fluent in English and demonstrate strong communication skills.

Qualifications

• Minimum 5 years of experience in Front Office or Rooms Department.
• At least 3 years in a leadership role within an international hospitality chain.
• Fluent in spoken and written English.

Responsibilities

• Manage Front Office operations according to Hilton standards.
• Promote services and facilities to guests.
• Develop action plans for service improvements.
• Ensure communication with Housekeeping and other departments.

Skills

Customer service focus

Flexibility

Team cooperation

Sales promotion

Communication skills

Problem-resolution mindset

Job description

Overview

Job Description - Front Office Manager (HOT0BUQ7)

Front Office Manager (Job Number: HOT0BUQ7)

Work Location: Hilton Burau Bay Langkawi Jalan Telaga Langkawi Langkawi 7000

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we\'re here: to delight our guests, Team Members, and owners alike.

Responsibilities

The Front Office Manager is responsible for the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role oversees the operation of all Front Desk operations, the Transportation team, Concierge, and the telephone service centre.

• Maintain high customer service focus by keeping the customer in mind.
• Be flexible, respond quickly and positively to changing requirements including performing any tasks requested.
• Maintain high team focus by cooperating with colleagues to achieve team goals.
• Contribute ideas to enhance operational / environmental procedures in the hotel.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers.
• Seek verbal feedback from customers and team members at every opportunity.
• Have detailed knowledge of Hilton departmental standards, explain the standards to the team and train each team member with specific job skills checklists tied to responsibilities.
• Assess team members’ performance against standards.
• Monitor standards through regular review checks.
• Develop action plans to address shortfalls in standards and identify issues before they affect customer service.
• Communicate effectively with Housekeeping, groups and tours about in-house group holding catering events, liaising with group leaders on arrival for special requests.
• Plan ahead to ensure adequate resources are available.
• Ensure shifts are reviewed, handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Establish good communication with the Housekeeping team.
• Create and implement sales promotions and team incentives as discussed with the Director of Operations.
• Assist the Marcom team with the preparation of event brochures.
• Assist with the annual marketing plan to establish a list of marketing activities aligned with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers with support from the Revenue Manager and Marcom team.
• Identify, communicate and act on potential sales leads.
• Participate in the development of the annual budget, and develop short and long-term financial operating plans.
• Use key monitors and financial targets to evaluate the department’s performance and plan for the future.
• Understand and enforce relevant Health & Safety (H&S) legislations and their implications on the operation of the department; communicate responsibilities within H&S to the team; ensure safe and healthy working practices are implemented at all times.
• Participate in community public relations for the hotel.

Qualifications

A Front Office Manager serving Hilton Brands works on behalf of our Guests and collaborates with other Team Members. To successfully fill this role, you should demonstrate the following:

• Minimum 5 years of progressive experience within Front Office or Rooms Department.
• Minimum 3 years in a leadership position with an international hospitality chain.
• Pre-opening experience is an advantage.
• Resort experience is required; island or remote location experience is an advantage.
• OnQ knowledge is a plus.
• Good communication, organization and coordination skills.
• Positive attitude with a problem-resolution mindset.
• Responsible and self-motivated.
• Fluent in spoken and written English to meet business needs.

What it’s like to work for Hilton

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision is to fill the earth with the light and warmth of hospitality, uniting us as a team to create remarkable hospitality experiences around the world every day. Our amazing Team Members are at the heart of it all!

Job

Guest Services, Operations, and Front Office