Front Office Manager

Mangala Estate Boutique Resort; Kuantan; On-site; MYR 100,000 - 150,000; Full time

Job summary

A five-star resort in Kuantan, Malaysia, seeks a dynamic Front Office Manager to oversee daily operations, enhance guest satisfaction, and train staff. The ideal candidate has a Bachelor's degree in Hospitality Management, proven experience in resort management, exceptional leadership skills, and proficiency in English and Bahasa Malaysia. The resort values flexibility in work hours and offers a supportive, dynamic work environment focused on providing exceptional service.

Qualifications

• Proven experience as Front Office Manager or similar role in the hospitality industry.
• Strong understanding of resort management software.
• Flexibility to work in shifts, including weekends and holidays.

Responsibilities

• Manage daily front office operations and guest services.
• Train and supervise front desk staff.
• Prepare and analyze reports on front office operations.

Skills

Leadership

Customer service

Problem-solving

Hospitality procedures

Education

Bachelor's degree in Hospitality Management or related field

Tools

Opera System

Job description

We are seeking a dynamic and experienced Front Office Manager for our Five Star Resort. The Front Office Manager will oversee room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue. Front Office Manager need to ensure profitability, control costs, and quality standards to ensure overall guest satisfaction.

Responsibilities

• Manage daily front office operations, including check-in, check-out, and guest services.
• Provide exceptional service to guests, addressing their needs, inquiries, and complaints promptly and professionally.
• Maintain a welcoming and hospitable environment for all guests.
• Address and resolve guest complaints and issues effectively.
• Implement strategies to prevent recurring problems and enhance guest satisfaction.
• Recruit, train, and supervise front desk staff, ensuring they deliver high-quality service.
• Schedule shifts and monitor and report on key performance indicators for the front office.
• Oversee the reservations process, ensuring accurate and efficient handling of bookings.
• Coordinate with the reservations team to maximize room occupancy and revenue.
• Maintain accurate records of guest information, payments, and other administrative tasks.
• Prepare and analyze reports on front office operations and performance.
• Implement initiatives to improve guest satisfaction and loyalty.
• Gather and analyze guest feedback to make informed improvements.
• Ensure smooth and efficient front desk procedures.
• Collaborate with other departments to ensure a consistent and exceptional guest experience.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Proven experience as Front Manager or similar role in the hospitality industry.
• Exceptional leadership and decision‑making skills.
• Strong understanding of resort management software (e.g.: Opera System).
• Solid understanding of hospitality procedures and best practices.
• Excellent problem‑solving and customer service skills.
• Proficiency in English & Bahasa Malaysia; knowledge of additional languages (Mandarin, French, German) is a plus.
• Flexibility to work in shifts, during weekends, evenings, and holidays.
• CPR and First Aid certification is a plus.
• "We are looking for Mandarin‑speaking candidates who will be serving Mandarin‑speaking customers."

Physical Requirements

• Ability to stand for long periods.
• May be required to work in outdoor settings.

Our resort is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other protected status in accordance with applicable law.