Front Office Manager, Hotel

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

Job summary

Hunters International Sdn Bhd is seeking a Font Office Manager to oversee our online hospitality team from our Cheras office. You will manage customer inquiries, resolve issues, and ensure a positive, professional experience at every touchpoint.

Ideal candidates have 3–5 years in front office or duty management in hotels or online hospitality, are fluent in Mandarin, English and Bahasa Malaysia, and can lead with empathy while using CRM systems to track and improve service.

Qualifications

• 3–5 years of Front Office or Duty Manager experience in hotels or online hospitality.
• Proficient in Mandarin, English and Bahasa Malaysia.
• Strong problem-solving, decision-making and communication skills.
• Empathetic, patient, and capable of multitasking in a fast-paced environment.
• Familiarity with CRM systems, hotel software and MS Office/Google Workspace is an advantage.
• Minimum High School qualification; Diploma or Degree is a plus.

Responsibilities

• Oversee the support team handling customer inquiries (calls, chat, email, social media) and coordinate daily operations to maintain service standards.
• Resolve inquiries, handle complaints professionally, escalate complex technical issues, and track records using CRM systems.
• Build a deep understanding of company products/services to deliver accurate information and tailored recommendations.
• Gather customer feedback and insights to help management improve products, services, and overall experience.

Skills

Languages: Mandarin, English, Bahasa M

Team leadership

CRM usage

Problem-solving

Education

Diploma or Degree in relevant field

Tools

CRM systems

Hotel software

Job description

About the Role

We are looking for a Font Office Manager to manage online hospitality 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.

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

Key Responsibilities:

• Team Leadership: Oversee the support team handling customer inquiries (calls, chat, email, social media) and coordinate daily operations to maintain service standards.
• Customer Support & Issue Resolution: Resolve inquiries, handle complaints professionally, elevate complex technical issues, and track records using CRM systems.
• Product Knowledge: Build a deep understanding of company products/services to deliver accurate information and tailored recommendations.
• Continuous Improvement: Gather customer feedback and insights to help management improve products, services, and overall experience.

Requirements:

• 3-5 years of experience as a Front Office or Duty Manager in hotels or online hospitality.
• Proficient in Mandarin,English, and Bahasa Malaysia.
• Strong problem-solving, decision-making, interpersonal, and communication skills.
• Empathetic, patient, and capable of managing tasks effectively in a fast-paced environment.
• Familiarity with CRM systems, hotel software, and Microsoft Office/Google Workspace is an advantage.
• Minimum High School qualification; Diploma or Degree in a relevant field is a plus.