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

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

IHG Hotels & Resorts in Kuala Lumpur is seeking an experienced Front Office Leader to manage daily staffing, assign work, and drive service standards across Reception, Concierge, and Regent teams. You will train staff, monitor budgets, control labour costs, and oversee night audit and daily financial reports to ensure smooth operations and guest satisfaction.

The ideal candidate holds a Bachelor’s degree in Hotel Management, has ≥3 years in Front Office leadership, and speaks fluent English;

Qualifications

• Bachelor’s degree in Hotel Management or equivalent.
• Minimum 3 years’ experience in Front Office or Guest Services, including leadership.
• Strong knowledge of front office systems, security, and cash handling.
• Excellent guest relations and problem resolution skills.
• Fluent English required; other languages an advantage.

Responsibilities

• Manage day-to-day staffing requirements, plan and assign work, and set performance goals for team members.
• Train team in compliance with laws and safety regulations; ensure tools and equipment are available.
• Ensure staff are trained on systems, security, cash handling procedures, and service standards.
• Ensure smooth daily operation of the Front of House and clear team roles.
• Plan and implement training programmes with the Training team.

Skills

Front Office Leadership

Guest Services

Team Management

Budget Control

Night Audit

Staff Training

Education

Bachelor's degree in Hotel Management

Tools

Front Office Systems

PBX

Job description

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• 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
• 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

Responsibility

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