Front Office Manager

Zazen Worldwide; Mantin; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hospitality company seeks a Front Office Manager to oversee guest services and staff management at their hotel in Mantin, Negeri Sembilan. The ideal candidate will have a diploma or degree in Hospitality Management and experience in a supervisory role within a luxury or high-volume hotel. The position demands excellent leadership skills, a strong commitment to guest satisfaction, and proficiency in hotel management software. Join their team to enhance guest experiences and ensure smooth front office operations.

Qualifications

• Minimum 2 - 5 years experience in guest services or front desk roles.
• Previous supervisory or management experience is necessary.
• Experience in high-volume or luxury hotels preferred.

Responsibilities

• Ensure excellent guest service standards and resolve issues promptly.
• Supervise front office staff and conduct performance reviews.
• Monitor daily operations and maintain effective communication with departments.

Skills

Communication

Leadership

Customer Service Orientation

Problem Solving

Multitasking

Education

Diploma or Degree in Hospitality Management

Tools

Hotel Management Software

Microsoft Office Suite

Job description

Responsibles: 1. Guest Services Management

• Ensure excellent guest service standards.
• Handle guest complaints and resolve issues promptly.
• Supervise check-in and check-out procedures.
• Ensure VIP guests, repeat guests, and other special groups receive personalized service.

2. Team Supervision and Staff Management

• Manage front office staff including receptionists, concierge, bell desk, and reservation agents.
• Schedule shifts and allocate tasks.
• Train, evaluate, and mentor front office employees.
• Conduct performance reviews and provide feedback.

3. Operations Oversight

• Ensure the front desk is staffed and operational 24/7.
• Monitor daily activities and ensure procedures are followed.
• Maintain effective communication with housekeeping, maintenance, and other departments.

4. Financial and Administrative Duties

• Monitor budgets and control expenses for the front office department.
• Handle billing, invoicing, and ensure accurate guest accounts.
• Prepare and analyze occupancy reports, revenue reports, and front office statistics.
• Oversee room allocation and reservation systems.

5. Policy and Procedure Enforcement

• Implement and enforce hotel policies, procedures, and service standards.
• Ensure compliance with health and safety regulations.
• Maintain records and documentation as required.

6. Communication and Coordination

• Serve as the point of contact between guests and internal departments.
• Coordinate with sales and marketing to manage group bookings and events.
• Liaise with upper management to report on performance and improvement areas.

Requirements:

1. Educational Requirements

• Diploma or Degree in Hospitality Management or related field (Tourism, Business Administration, etc.)
• Some hotels may accept equivalent work experience in place of formal education.

2. Professional Experience

• 2 - 5 years of experience in front desk or guest services roles (such as receptionist, front desk supervisor, concierge, etc.)
• Prior supervisory or management experience is required.
• Experience in high-volume or luxury hotels is preferred.

3. Technical Skills

• Proficiency in hotel management software (e.g., Opera, Fidelio, Cloudbeds, Maestro, etc.)
• Good working knowledge of Microsoft Office Suite (Excel, Word, Outlook)
• Understanding of reservation systems, POS systems, and billing procedures

4. Core Competencies / Soft Skills

• Excellent communication and interpersonal skills
• Strong leadership and team management abilities
• High-level customer service orientation
• Good problem-solving and conflict resolution skills
• Ability to multitask and work under pressure
• Attention to detail and strong organizational skills