Front Office Manager - Regent Kuala Lumpur (Pre-opening)

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 100,000 - 156,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Office Leader in Kuala Lumpur, Malaysia. You will oversee day-to-day staffing, set performance goals, and mentor team members to deliver exceptional guest service at the Front Office and related areas.

You will ensure staff are trained on systems, security, cash handling, and service standards, while driving revenue and occupancy through upselling and efficient operations, with a strong focus on guest satisfaction and regulatory compliance.

Qualifications

• Bachelor's degree in Hotel Management, Business Administration, or related field.
• Minimum 3 years' experience in Front Office or Guest Services with team leadership.
• Strong knowledge of front office systems, security, and cash handling procedures.
• Excellent guest relations and problem-resolution skills.
• Fluent English; additional languages are a plus.

Responsibilities

• Manage day-to-day staffing, plan and assign work, and set performance/development goals for team members.
• Mentor, coach, and provide regular feedback to staff.
• Train team on laws, safety regulations, and available tools.

Skills

Team leadership

Front office systems

Cash handling procedures

Guest relations

English fluency

Education

Bachelor's degree in Hotel Management or related field

Job description

YOUR DAY TO DAY

People

• Manage day-to-day staffing requirements, plan and assign work, and set performance and development goals for team members, providing mentoring, coaching, and regular feedback
• Train team members in compliance with relevant laws and safety regulations, ensuring the team has the tools and equipment to carry out their roles
• Ensure staff are properly trained on systems, security, cash handling procedures, and service and quality standards
• Ensure the smooth daily operation of the Front of House, with team members clear on their roles and responsibilities
• Plan and implement effective training programmes in coordination with the Training team, recorded according to established standards

Financial

• Support the preparation of the annual departmental operating budget and financial plans
• Monitor budget and control labour costs and expenses, with a focus on rate strategy, upselling, and inventory management
• Oversee the night audit function and preparation of daily financial reports
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Guest Experience

• Ensure Front Office teams provide guests with prompt service, professional attention, and personal recognition
• Greet guests upon arrival and make time to interact meaningfully, responding to feedback and complaints to drive continuous improvement
• Conduct routine inspections of the front office and public areas, taking immediate action to correct any deficiencies

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy, ensuring all transactions are handled securely
• Train team members on PBX procedures and serve as a central point of contact during emergencies, maintaining relationships with local fire, police, and emergency services
• Perform other duties as assigned; may serve as manager on duty

Accountabilities

• Full leadership of the Front Office department, including Reception, Concierge, Regent Experience, Regent Club, and Regent Service Centre
• Consistent delivery of Regent service standards across every guest touchpoint, from check-in to check-out
• Accurate night audit and daily financial reporting
• Effective emergency response and crisis communication as a designated point of contact
• Supervision of front desk agents, reservations, PBX, and porter/shuttle teams, including subordinate supervisors
  

WHAT WE NEED FROM YOU

• To thrive in this role and bring poise and precision to the guest journey, you'll need:
• Bachelor's degree or equivalent in Hotel Management, Business Administration, or a related field
• Minimum 3 years' experience in Front Office or Guest Services, including team leadership experience
• Strong knowledge of front office systems, security, and cash handling procedures
• Excellent guest relations and problem-resolution skills
• Fluent English required; other languages an advantage