Front Office Manager, Hotel

Hunters International Sdn Bhd; Kajang; On-site; MYR 56,000 - 89,000; Full time

Job summary

Hunters International Sdn Bhd is seeking a Customer Service Representative to join our client's growing team in Cheras, Malaysia. The role focuses on handling inquiries, resolving issues, and delivering a positive, professional experience across touchpoints.

The ideal candidate enjoys interacting with people, stays calm under pressure, and can provide solutions in a fast-paced environment. You will oversee inquiries via phone, live chat, email, and social media, maintain CRM records, and

Qualifications

• 5+ years of experience as Front Office Manager in hotels or online hospitality industry.
• Strong verbal and written communication skills.
• Proficiency in English, Mandarin, and Bahasa Malaysia.
• Customer-oriented with good listening and interpersonal skills.
• Patient, empathetic and able to remain professional when handling challenging customer situations.
• Strong problem-solving and decision-making abilities.
• Able to multitask, priorities responsibilities, and manage time effectively in a fast-paced environment.
• Familiarity with CRM or hotel-related software is an added advantage.
• Proficiency in Microsoft Office or Google Workspace is a plus.

Responsibilities

• Oversee the support team handling guest inquiries via phone, live chat, email, and social media.
• Understand customer concerns, identify their needs, and provide accurate and timely solutions.
• Handle customer complaints professionally and work towards resolving issues efficiently.
• Develop strong knowledge of the company's products and services to provide appropriate information and recommendations to customers.
• Maintain accurate records of customer interactions, account information, and relevant documentation in the company's CRM system.
• Identify more complex or technical matters and escalation them to the appropriate internal teams while keeping customers updated on the progress.
• Gather customer feedback and communicate key insights to management to support improvements in products, services, and overall customer experience.
• Support and coordinate customer service operations and assist the team in maintaining service standards.

Skills

Verbal communication

Written communication

Multilingual

Customer focus

Problem solving

Time management

CRM familiarity

Tech savv y

Office software

Education

High school diploma

Diploma or degree in Business/Communications

Tools

CRM software

Hotel management software

Microsoft Office

Google Workspace

Job description

About the Role

We are looking for a customer-focused and approachable Customer Service Representative to join our client growing team. You will play an important role in managing customer enquiries, resolving issues, and ensuring customers receive a positive and professional experience at every touchpoint.
This role is suitable for someone who enjoys interacting with people, is confident in handling different customer situations, and can stay calm and solution-oriented in a fast-paced environment.

Location: Cheras, Malaysia
Work Mode: Work from Office
Working Hours: Mon - Fri (9.30am to 5.30pm); Standby on Sat
Remuneration: RM 5,000 to RM 8,000

Key Responsibilities

• Oversee the support team handling guest inquiries via phone, live chat, email, and social media.
• Understand customer concerns, identify their needs, and provide accurate and timely solutions.
• Handle customer complaints professionally and work towards resolving issues efficiently.
• Develop strong knowledge of the company's products and services to provide appropriate information and recommendations to customers.
• Maintain accurate records of customer interactions, account information, and relevant documentation in the company's CRM system.
• Identify more complex or technical matters and escalation them to the appropriate internal teams while keeping customers updated on the progress.
• Gather customer feedback and communicate key insights to management to support improvements in products, services, and overall customer experience.
• Support and coordinate customer service operations and assist the team in maintaining service standards.

Requirement

• Min 5 years of experience as Front Office Manager in hotels or online hospitality industry.
• Strong verbal and written communication skills.
• Proficiency in English, Mandarin, and Bahasa Malaysia is required.
• Customer-oriented with good listening and interpersonal skills.
• Patient, empathetic, and able to remain professional when handling challenging customer situations.
• Strong problem-solving and decision-making abilities.
• Able to multitask, priorities responsibilities, and manage time effectively in a fast-paced environment.
• Comfortable working with technology and customer management systems.
• Familiarity with CRM or hotel-related software is an added advantage.
• Proficiency in Microsoft Office or Google Workspace is a plus.
• Minimum high school qualification; candidates with a Diploma/Degree in Business, Communications, or a related field will have an added advantage.

Consultant In Charge

• May | [e-mail] | 012 2801 717
• Andrea | [e-mail] | 018 225 3693