Front Office Manager

Hyatt Place Kuala Lumpur, Bukit Jalil; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hyatt Place Kuala Lumpur, Bukit Jalil, will mark the first Hyatt Place hotel in Malaysia, located in Bukit Jalil with approx. 250 guestrooms and extensive event spaces.

We are seeking an experienced Front Office Manager to lead the Front Office team, oversee arrivals/departures, reservations, guest services and front desk operations while maintaining exceptional guest satisfaction and operational performance. Pre-opening experience is an advantage.

Qualifications

• Lead and develop front office teams to deliver memorable guest experiences.

Responsibilities

• Oversee guest arrivals and departures, reservations coordination and front desk operations.
• Ensure exceptional guest service delivery and adherence to hotel standards.
• Collaborate with Housekeeping and other departments to optimize room readiness and revenue.
• Lead, mentor and coach frontline colleagues to achieve service excellence.
• Monitor guest feedback and drive service recovery when needed.
• Leverage PMS and hotel systems to inform decisions and optimize operations.

Skills

Front Office Leadership

Guest Services

Staff Coaching

Guest Satisfaction

PMS Experience

English/Bahasa Malaysia

Education

Hospitality Degree/Diploma

Tools

PMS software

Job description

Come and join us in our journey as we care for people so they can be their best! We believe that being your best is about being your true self—engaged, fulfilled and ready to take on the world.

Hyatt Place Kuala Lumpur, Bukit Jalil, will mark the first Hyatt Place hotel in Malaysia. Located in Bukit Jalil, an affluent suburb within the southern corridor of Kuala Lumpur, the hotel will feature approximately 250 guestrooms, a three-meal restaurant, a large ballroom, four meeting rooms and flexible event space, a rooftop restaurant, fitness center and sky pool.

We are currently looking for an experienced Front Office Manager to lead the Front Office team and oversee all aspects of the guest arrival and departure experience, reservations coordination, guest services, front desk operations and rooms-related service delivery—with the ultimate goal of ensuring exceptional guest satisfaction and operational performance.

This position reports to the Rooms Division Manager & General Manager.

An individual with an entrepreneurial spirit and a prominent member within the hospitality industry, you will be confident and driven in your approach. You are guest-focused, organized and commercially aware, with the ability to communicate and resolve issues at all levels. You must be able to manage multiple priorities in a fast-paced environment and remain hands‑on, supportive and ready to assist other departments when required.

Key Qualifications and Requirements

• A passionate hospitality professional who thrives on delivering memorable guest experiences and achieving operational excellence.
• Demonstrate a proven track record of leading and coaching Front Office team members to success, including Reception, Guest Services, Concierge and/or Bell Services colleagues.
• Strong leadership skills, with the confidence and ability to provide clear direction, motivate colleagues and ensure consistent adherence to hotel standards and procedures.
• Demonstrate recent experience in managing guest satisfaction, service recovery, complaint resolution and the overall guest journey.
• Demonstrate a masterful command and ability to use hotel property management systems, front office systems, point-of-sale systems and other relevant technology to support efficient operations and informed decision‑making.
• Proven ability to manage front office operations, including arrivals, departures, room assignments, upgrades, VIP handling, group movements, billing enquiries and coordination with Housekeeping and other hotel departments.
• Demonstrate a proven track record of achieving guest satisfaction, quality assurance, rooms revenue and departmental performance goals.
• Previous experience in an international chain hotel with more than 230 rooms is preferred due to the scale and complexity of the operation.
• Pre-opening experience is a definite advantage for this role.
• Possess a Degree or Diploma in Hospitality or Tourism Management, Business Administration or a related discipline.
• A minimum of 5–6 years of hotel experience, including at least 2 years in a supervisory or management role within Front Office or Rooms Division operations.
• Demonstrate the ability to effectively interact with people of diverse socioeconomic, cultural and ethnic backgrounds.
• Possess the following character traits: high energy, guest-focused, commercially aware, entrepreneurial spirit, motivational leadership, effective communication, strong problem‑solving ability and a commitment to exceptional customer service.
• Fluent in written and spoken English and Bahasa Malaysia. The ability to converse in other local languages will be an added advantage.
• The candidate must currently possess a valid working permit for Malaysia.