Front Office Manager

THE KUALA LUMPUR JOURNAL; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

THE KUALA LUMPUR JOURNAL is seeking an experienced Front Office Manager to lead and oversee all front office operations, staff management, and guest services to ensure hospitality standards and operational efficiency.

Key duties include training, scheduling, recruitment, performance reviews, and coordination with Housekeeping/Reservations for seamless guest experiences while maintaining security and policy compliance.

Qualifications

• Diploma in hospitality or related field is required.
• Minimum 3 years in Front Office operations with 2+ years in a supervisory role.
• Experience in resort/hospitality environments preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Lead and oversee all front office operations and guest services.
• Train, cross-train, and retrain front office personnel for service excellence.
• Prepare staff schedules and manage attendance to meet needs.
• Participate in recruitment, onboarding, and performance reviews.
• Coordinate with Housekeeping and Reservations for seamless operations.
• Oversee master key control and security compliance.
• Maintain accurate room status information across departments.
• Uphold hotel policies and handle VIP requests with personalized service.
• Review daily reports to identify improvements and drive efficiency.

Skills

Front Office Management

Staff Management

Guest Services

PMS Knowledge

Leadership

Education

Diploma in Hospitality Management

Tools

Hotel PMS

Job description

This is a Front Office management position responsible for leading and overseeing all front office operations, staff management, and guest services to ensure exceptional hospitality standards and operational efficiency.

Key responsibilities

• Train, cross-train, and retrain all front office personnel to ensure they are knowledgeable, skilled, and capable of delivering exceptional service
• Prepare staff schedules, monitor attendance, and manage staffing levels to meet operational needs
• Participate in the recruitment, selection, and onboarding of front office personnel
• Evaluate and review the performance of front office staff, providing coaching, feedback, and counseling to ensure professional growth and high-quality service
• Maintain effective working relationships and open communication with all hotel departments to ensure seamless coordination and guest satisfaction
• Oversee master key control, ensuring security and compliance with hotel policies
• Verify that accurate room status information is maintained and properly communicated to all relevant departments, including Housekeeping and Reservations
• Uphold the hotel's standards of hospitality and ensure the implementation of all hotel policies, procedures, and house rules
• Monitor and manage special requests from VIPs, repeat guests, and other priority guests to ensure personalized service
• Review daily front office work, activity reports, and operational logs to identify areas for improvement and maintain operational efficiency

About you

• Diploma in Hospitality Management, Hotel Management, or a related field
• Minimum 3 years of experience in Front Office operations, with at least 2 years in a managerial or supervisory position
• Resort background is highly preferred, with strong experience in guest services and hotel operations
• Service-oriented with excellent communication, interpersonal, and problem-solving skills
• Strong leadership and team management abilities, with the capability to motivate and develop the Front Office team
• Good knowledge of hotel PMS, room inventory management, and Front Office procedures
• Customer-focused, proactive, and able to handle guest complaints professionally
• Able to work under pressure and manage operational challenges effectively
• Willing to work shifts, weekends, and public holidays