Front Office Manager (Pre-Opening) Conrad Kuala Lumpur

Hilton Worldwide, Inc.; Kampung Periuk; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global hospitality company is looking for a Front Office Manager to lead operations at Conrad Kuala Lumpur. The role involves managing guest service, overseeing the front office team, and ensuring high standards throughout the guest experience. Ideal candidates will have strong leadership skills and experience in luxury hotels. Flexibility to work nights and weekends is required.

Qualifications

• Demonstrated expertise in front office operations within a 5-star luxury hotel.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and manage the front office team to deliver exceptional guest service.
• Plan and oversee team scheduling and task allocations.
• Handle guest complaints and ensure high standards of service.

Skills

Leadership

Guest service

Problem-solving

Communication

Job description

Overview

Front Office Manager (Pre-opening) – Conrad Kuala Lumpur

With thousands of hotels in over 100 countries and territories, Hilton offers opportunities to delight guests. Hilton brands include Hilton Hotels & Resorts and the family of brands such as Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, and Hampton. As a Front Office Manager, you will lead front office operations from guest arrival to departure, ensuring exceptional service and high standards. You will work closely with other hotel departments to guarantee seamless operations and promptly meet guest needs.

Responsibilities

• Lead and manage the front office team, providing direction, support, and ongoing coaching to deliver exceptional guest service.
• Plan and oversee team scheduling, task allocation, and performance evaluations to ensure optimal performance and policy adherence.
• Ensure efficient, professional guest interactions from check-in to check-out, aiming to exceed guest expectations.
• Handle guest complaints, special requests, and concerns with prompt resolution and sustained guest satisfaction.
• Manage front office operations including room assignments, billing accuracy, and coordination with housekeeping for room availability and cleanliness.
• Ensure front desk and guest service procedures are followed and operations run smoothly, especially during peak periods.
• Problem Solving & Issue Resolution: quickly and efficiently resolve guest complaints and operational challenges, ensuring service recovery meets or exceeds expectations; anticipate issues and prevent disruptions.
• Collaborate with housekeeping, food & beverage, and other departments to deliver seamless service and promptly meet guest needs.
• Coordinate with reservations and revenue management teams to maximize occupancy and guest satisfaction.
• Provide ongoing training to front office team members to deliver excellent service.
• Conduct regular team meetings and performance reviews, offering feedback and coaching to improve performance.
• Prepare daily front office reports on occupancy, feedback, and operational issues.
• Manage guest profiles, update preferences, and maintain accurate records to enhance future stays and loyalty.
• Regulatory Compliance Awareness: understand and apply relevant Health & Safety legislations and integrate them into departmental operations.

Qualifications

What are we looking for?

• Demonstrated expertise in front office operations within a 5-star luxury hotel, with a commitment to excellence and guest satisfaction.
• Pre-opening experience is an added advantage.
• 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, attention to detail, and ability to handle high-pressure situations.
• Fluent English; proficiency in additional languages is a plus.
• Flexibility to accommodate a dynamic schedule, including night shifts, weekends, and holiday hours.

What it’s like to work for Hilton

Hilton is a leading global hospitality company offering a range of brands and experiences. Our teams are dedicated to providing exceptional guest experiences across the globe.