Front Office Manager - Guest Experience & Operations

Shangri-La Group; Kuala Lumpur; On-site; MYR 61,380 - 94,860; Full time

Job summary

Shangri-La Kuala Lumpur is seeking a dynamic Front Office Supervisor to lead daily operations in a premier city hotel. You will supervise Service Leaders and Associates, ensure seamless check-in/check-out, and uphold Shangri-La service standards to delight guests.

Ideal candidates bring at least 2 years of international hotel Front Office supervision, strong leadership and communication skills, and fluency in English.

Qualifications

• Diploma or Certificate in Hotel Management or equivalent.
• Minimum 2 years of Front Office supervisory experience in an international hotel environment.
• Excellent leadership, communication, and interpersonal skills.
• Good spoken and written English; proficiency in additional languages is an advantage.
• Well-groomed, articulate, and able to work flexible hours including weekends and public holidays.
• Knowledge of Front Office systems and Microsoft Office applications.

Responsibilities

• Oversee daily Front Office operations, ensuring smooth check-in, check-out, and guest service delivery in line with Shangri-La standards.
• Supervise and guide Front Office team members, including Service Leaders and Associates, fostering a positive and motivated work environment.
• Manage guest feedback promptly, ensuring issues are resolved effectively and service recovery actions are implemented to enhance guest satisfaction.
• Conduct inspections of the lobby, public areas, and heart-of-house to ensure cleanliness, readiness, and brand standards are maintained.
• Ensure the accuracy and completion of daily reports such as Rate Variance, High Balance, and No-Show reports, and authorize rebates or paid-outs within assigned limits.
• Oversee the Night Audit process, room discrepancies, and ensure proper handover between shifts.
• Maintain effective communication with other departments (Housekeeping, Engineering, Security, Sales, F&B, Reservations, Revenue) for seamless operations.
• Take full charge of hotel operations in the absence of the Front Office Manager, making key decisions that impact guest experience and service quality.
• Ensure guest and employee safety during emergencies and familiarity with all emergency procedures.
• Support hotel environmental initiatives and participate in community and sustainability programs.

Skills

Leadership

Communication

Interpersonal skills

Guest handling

Problem solving

English (spoken & written)

Education

Diploma in Hotel Management

Tools

Front Office systems

MS Office

Job description

Shangri-La Kuala Lumpur is seeking a dynamic Front Office Supervisor to lead daily operations in a premier city hotel. You will supervise Service Leaders and Associates, ensure seamless check-in/check-out, and uphold Shangri-La service standards to delight guests.

Ideal candidates bring at least 2 years of international hotel Front Office supervision, strong leadership and communication skills, and fluency in English.