Front Office Manager - Hilton Garden Inn Kota Kinabalu Tuaran

Hilton Worldwide, Inc.; West Coast Division; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global hospitality company is seeking a Front Office Manager to lead the team at its hotel in Kota Kinabalu, Malaysia. The role involves overseeing front office operations, ensuring excellent guest service, and managing team member performance. Ideal candidates will possess strong leadership skills and a commitment to guest satisfaction. This position requires flexibility to accommodate varying shifts, including nights and weekends.

Qualifications

• Demonstrated expertise in front office operations.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Fluency in English; other languages are a plus.
• Flexibility for dynamic schedules, including nights and weekends.

Responsibilities

• Manage front office team to deliver exceptional guest service.
• Oversee operations including check-in/out and room assignments.
• Handle guest complaints and special requests promptly.
• Coordinate with other departments for seamless service delivery.

Skills

Leadership

Guest service excellence

Problem-solving

Communication

Regulatory compliance

Job description

Front Office Manager

Job Number: HOT0C4OP

Work Locations

Hilton Garden Inn Kota Kinabalu Tuaran, 89200 Tuaran Sabah, Kota Kinabalu 89200

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

What will I be doing?

As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:

• Leadership & Team Management - Manages and leads the front office team, providing direction, support, and ongoing coaching to ensure they deliver exceptional guest service. Oversees team member scheduling, task allocation, and performance evaluations, ensuring optimal team performance and adherence to hotel policies. Ensures that all guest interactions, from check‑in to check‑out, are handled efficiently, professionally, and with a focus on exceeding guest expectations. Handles guest complaints, special requests, and concerns on time, ensuring prompt resolution and maintaining guest satisfaction. Manages front office operations, including room assignments, billing accuracy, and coordination with housekeeping for room availability and cleanliness. Ensures that all front desk and guest service procedures are followed and that operations run smoothly, especially during peak periods. Works closely with housekeeping, food and beverage, and other departments to ensure seamless service delivery and that guest needs are met promptly. Coordinates with the reservations and revenue management teams to maximize room occupancy and optimize guest satisfaction. Provides ongoing training for front office team members, ensuring they have the knowledge and skills to deliver excellent service. Conducts regular team meetings and performance reviews, offering feedback and coaching to improve individual and team performance.
• Regulatory Compliance Awareness - Comprehend and apply pertinent Health & Safety (H&S) legislations, ensuring their effective integration into departmental operations.
• Front Office Operations - Manage check‑in and check‑out processes, ensuring accuracy, efficiency, and guest satisfaction. Oversee room assignments, billing accuracy, and room occupancy coordination with housekeeping and reservations. Ensure seamless inter‑departmental coordination including with food & beverage and revenue teams.
• Guest Service Excellence - Address guest concerns with professionalism and efficiency; handle complaints, special requests, and maintain high standards of service during all guest interactions.

What are we looking for?

• Demonstrated expertise in front office operations, showcasing a commitment to excellence and guest satisfaction.
• Strong leadership and team management skills, with the ability to inspire and motivate team members.
• Excellent communication and interpersonal skills, with a guest‑centric approach.
• Strong problem‑solving abilities and attention to detail.
• Exemplary command of the English language is essential; proficiency in additional languages is a valuable asset.
• Demonstrated flexibility to accommodate a dynamic schedule, including availability for night shifts, weekends, and holiday hours.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!