Front Office Manager - The Nautilus, Curio Collection by Hilton

Hilton; Kuah; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hilton's The Nautilus, Curio Collection by Hilton in Malaysia is seeking a Front Office Manager to oversee daily front office operations, guest services, and check-in/check-out processes. You will lead a team of front desk agents, maintain high service standards, and drive guest satisfaction while promoting hotel services.

The role requires strong leadership, excellent communication, and a guest-centric approach, with flexibility to work nights, weekends, and holidays.

Qualifications

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.
• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Lead daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment

Skills

Leadership

Guest service

Communication

Problem solving

English language

Team management

Flexibility

Tools

PMS software

Job description

Front Office Manager - The Nautilus, Curio Collection by Hilton

You will oversee the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Front Office Manager, you’re not just helping oversee daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Proven experience in a front office or guest service management role within the hospitality industry.

Strong leadership and team management skills, with the ability to inspire and motivate staff.

Excellent communication and interpersonal skills, with a guest-centric approach.

Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.

Proficiency in hotel property management systems (PMS) and front office operations.

Proficiency in English; additional languages are a plus.

Ability to work flexible hours, including nights, weekends, and holidays.

Here’s what you’ll do during a typical day:

• Lead daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment