FRONT OFFICE MANAGER

Wyndham Garden i-City; Shah Alam; On-site; MYR 60,000 - 90,000; Full time

Job summary

Wyndham Garden i-City Shah Alam seeks a proactive professional to manage Front Office and Reservations in a hotel setting, focusing on delivering exceptional guest experiences and operational efficiency across both departments.

You will drive guest reviews, maintain grooming standards, monitor room rates in OPERA, and collaborate with Sales, Finance and IT to optimize yield and guest satisfaction.

Qualifications

• Ability to ensure complete responsiveness to guest desires.
• Experience in driving guest reviews and enhancing guest experience.
• Understanding hotel industry business goals including average rate, occupancy and profitability.
• Knowledge of hotel facilities, services, menus and promotions in F&B.
• Ability to manage guest experience through check-in/check-out procedures.
• Follow up on guest requests and update guest history.
• Ability to spot check associates on daily operations including arrivals, departures and VIP status.
• Proficiency with hotel computer systems and Opera System.
• Ability to collaborate with Finance, IT and Sales departments.

Responsibilities

• Ensure thoughtful and attentive guest service with relaxed efficiency and complete responsiveness to guest desires.
• Drive all guest reviews, especially TripAdvisor, and play an active role in the Guest Experience Committee.
• Reinforce image and grooming standards and ensure associates are correctly attired with nametags.
• Update associates on room rate changes, Sales & Marketing programmes, and special promotion policies.
• Ensure room rates updated in the OPERA system are followed and monitor daily room revenue reports.
• Train all Front Office and Reservation personnel to desired standards and monitor their performance.
• Maintain Rooms profit through maximization of Yield and control of expenses.
• Monitor cleanliness of the front of the hotel, Lobby area, front desk and back offices.
• Work closely with Finance to ensure compliance with accounting procedures and cash handling policies.
• Resolve and report all guest problems and complaints at daily hotel Operations Meetings.
• Schedule staff to maximise service and efficiency of labour costs.
• Ensure accurate guest tracking by geography, company and travel agent.
• Develop excellent preference profiles for each return guest.
• Assign rooms according to guest preference and history; check VIP rooms prior to arrival and ensure VIP amenities and meet and greet services are arranged.
• Supervise day-to-day operations of the Reservation department.
• Work closely with Sales department regarding group bookings, VIP bookings and corporate accounts.
• Prepare and monitor associate rosters and maintain applicable procedures.
• Monitor room inventory control and overbooking situations.
• Track no-shows and cancellations and improvise procedures to rectify such situations.
• Upsell rooms to maximize revenue and yield.
• Maintain close business relations with travel agencies, corporate representatives and government bodies.
• Ensure all correspondences are replied to within 24 hours.
• Produce periodical rooms forecasts and statistical reports in collaboration with Sales

Skills

Guest service

Communication

Team leadership

Hotel operations knowledge

Tools

Opera System

Job description

This role encompasses Front Office and Reservation management responsibilities in a hotel environment, focusing on delivering exceptional guest experiences and managing operational efficiency across both departments.

Key responsibilities

Ensure thoughtful and attentive guest service with relaxed efficiency and complete responsiveness to guest desires

Drive all guest reviews, especially TripAdvisor, and play an active role in the Guest Experience Committee

Reinforce image and grooming standards and ensure associates are correctly attired with nametags

Update associates on room rate changes, Sales & Marketing programmes, and special promotion policies

Ensure room rates updated in the OPERA system are followed and monitor daily room revenue reports

Train all Front Office and Reservation personnel to desired standards and monitor their performance

Maintain Rooms profit through maximization of Yield and control of expenses

Monitor cleanliness of the front of the hotel, Lobby area, front desk and back offices

Work closely with Finance to ensure compliance with accounting procedures and cash handling policies

Resolve and report all guest problems and complaints at daily hotel Operations Meetings

Schedule staff to maximise service and efficiency of labour costs

Ensure accurate guest tracking by geography, company and travel agent

Develop excellent preference profiles for each return guest

Assign rooms according to guest preference and history; check VIP rooms prior to arrival and ensure VIP amenities and meet and greet services are arranged

Supervise day-to-day operations of the Reservation department

Work closely with Sales department regarding group bookings, VIP bookings and corporate accounts

Prepare and monitor associate rosters and maintain applicable procedures

Monitor room inventory control and overbooking situations

Track no-shows and cancellations and improvise procedures to rectify such situations

Upsell rooms to maximize revenue and yield

Maintain close business relations with travel agencies, corporate representatives and government bodies

Ensure all correspondences are replied to within 24 hours

Produce periodical rooms forecasts and statistical reports in collaboration with Sales

About you

Ability to ensure complete responsiveness to guest desires

Responsibility in driving guest reviews and excellent guest experience

Understanding of hotel industry business goals including average rate, occupancy and profitability

Knowledge of hotel facilities, services, menus and promotions in Food & Beverage

Ability to manage guest experience through superior service during check-in and check-out procedures

Capability to follow up on guest requests and update guest history

Ability to spot check associates on daily operations including arrivals, departures, VIP status, occupancy forecasts and work station standards

Experience in supervising day-to-day operations and managing associate rosters

Proficiency with Hotel Opera System and computer systems

Ability to work closely with Finance, IT Department and Sales department