Front Desk Manager

Four Seasons; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Training and development opportunities

Complimentary accommodation at other Four Seasons Hotels

Complimentary dry cleaning for uniforms

Complimentary employee meals

Job summary

Four Seasons Hotel Kuala Lumpur is seeking a Front Office Manager to oversee all front office operations, ensuring exceptional service and guest satisfaction. The role involves managing the guest journey, recruiting, training, and ensuring compliance with Four Seasons’ brand standards.

Candidates must have a minimum of 2 years in a similar role within luxury hotels and be proficient in English and Bahasa Malaysia. The position offers a full-time contract, competitive salary, and various benefits.

Qualifications

• Minimum of 2 years of experience as a Front Office or Assistant Front Office Manager in a luxury hotel.
• Must have the right to work in Malaysia.

Responsibilities

• Lead the entire guest journey from arrival to departure.
• Monitor guest satisfaction and take ownership of service recovery.
• Recruit, train, and mentor team members.
• Manage daily Front Office operations and labour planning.
• Ensure compliance with safety and ethical standards.

Skills

Interpersonal skills

Presentation skills

English proficiency

Bahasa Malaysia proficiency

Education

High school diploma or equivalent

Job description

About the Position

Four Seasons Hotel Kuala Lumpur is seeking a Front Office Manager to oversee all front office operations, ensuring exceptional service and guest satisfaction. The role involves managing check‑in/check‑out, billing, guest enquiries, and team leadership while upholding Four Seasons’ brand standards in a luxury hotel environment.

Responsibilities

• Lead and collaborate on the entire guest journey from arrival to departure, ensuring every interaction reflects Four Seasons standards of warmth, precision and personalised care.
• Monitor guest satisfaction through surveys and feedback platforms, review glitches daily, and take ownership of service recovery.
• Recruit, train and mentor team members, conduct performance evaluations and promote a positive culture.
• Manage labour planning, including day‑to‑day scheduling, annual leave planning and overtime control.
• Oversee daily Front Office operations: room assignments, billing accuracy, cashier balancing, credit compliance and direct billing processes.
• Act as Manager on Duty during peak periods or in the absence of senior leadership.
• Collaborate closely with Concierge, Guest Services, Guest Experience, Executive Club Lounge, Housekeeping, Reservations, Finance, Engineering, Sales & Marketing and Revenue Management.
• Set clear goals for guest satisfaction, operational efficiency and financial performance and track KPIs such as Qualtrics scores, LQA audits, queue times, labour productivity and cashier accuracy.
• Contribute to strategic initiatives and continuous improvement projects, support system rollouts, SOP updates and innovation initiatives.
• Ensure effective use of property management systems and related tools for reservations, room assignments, billing, cashiering and reporting.
• Ensure strict adherence to health, safety and security protocols, maintain readiness for emergency procedures and support sustainability initiatives.
• Ensure compliance with Four Seasons Ethics & Safety Standards, including Anti‑Money Laundering, PCI‑DSS, harassment & discrimination awareness, data protection, and more.
• Collaborate with IT and global Rooms initiatives regarding digital tools such as the Four Seasons App and other tech enhancements.
• Support upselling initiatives at check‑in and during the stay.
• Oversee the PABX Department, ensuring accurate logging, prompt assignment and completion of guest calls and internal coordination, maintaining high standards for response times.

Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of experience as a Front Office or Assistant Front Office Manager or an equivalent leadership role within Front Office Operations in a luxury hotel or upscale hospitality environment.
• Excellent personal presentation and interpersonal skills.
• Excellent reading, writing, and oral proficiency in English.
• Must be able to speak, read, and write Bahasa Malaysia.
• Must have the right to work in Malaysia.

Benefits

• Competitive salary, wages, and a comprehensive benefits package.
• Excellent training and development opportunities.
• Complimentary accommodation at other Four Seasons Hotels and Resorts.
• Complimentary dry cleaning for employee uniforms.
• Complimentary employee meals.

Work Type

Full Time

What to Expect

• Be a champion of the Golden Rule: Do unto others as you would have them do unto you.
• Be part of a cohesive team with opportunities to learn, grow and develop.
• Have the opportunity to engage in diverse and challenging work.
• Derive a sense of pride in work well done.
• Be recognized for excellence.

Visa sponsorship is not available for the role. Due to strict work permit regulations, the position is applicable to local candidates or candidates with Malaysian Permanent Resident status holder only. Only successful candidates will be contacted.