Front Office Operations Manager

Lanai Casuarina Sdn Bhd; Kuala Kangsar; On-site; MYR 60,000 - 90,000; Full time

Job summary

Lanai Casuarina Sdn Bhd is seeking an Assistant Front Office Manager to support the Hotel Manager in planning, organizing and controlling daily Front Office operations, ensuring smooth guest service and strong coordination with all departments.

You will supervise Front Office staff across shifts, oversee reservations and room inventory, monitor check-in/check-out, and uphold SOPs and policies to deliver professional and courteous service.

Responsibilities

• Assist the Hotel Manager in planning, organising and controlling the daily operations of the Front Office Department
• Ensure the Front Office operates efficiently throughout all shifts and supervise daily operations at the Front Desk
• Ensure proper implementation of hotel policies, procedures, SOPs and service standards
• Monitor all Front Office activities during check-in, stay-over and check-out periods
• Monitor daily arrivals and departures, ensure all arrival information is accurate and coordinate room assignments according to reservations and guest requirements
• Monitor daily, weekly and future reservations and ensure all reservations are accurately entered and updated in the hotel PMS
• Monitor room availability and inventory on a daily basis and coordinate closely with Housekeeping regarding room status
• Handle guest enquiries, requests, feedback and complaints and take ownership of guest complaints to ensure timely resolution
• Supervise Front Office cashiering activities and ensure proper cash handling procedures are followed
• Supervise Front Office Executives, Front Office Assistants and other Front Office personnel and prepare and monitor departmental duty rosters
• Conduct on-the-job training for Front Office personnel and ensure new employees receive proper departmental orientation
• Monitor compliance with service standards and SOPs
• Ensure Front Office staff maintain professional grooming, appearance and conduct at all times
• Ensure all guest information and hotel records are handled confidentially
• Report directly to the Hotel Manager on all Front Office operational matters
• Act as the person-in-charge of Front Office operations in the absence of the Hotel Manager or when specifically delegated
• Make operational decisions within the authority delegated by the Hotel Manager
• Ensure any major operational, financial, disciplinary or guest-related issue is escalated promptly to the Hotel Manager

Job description

Lanai Casuarina Sdn Bhd is seeking an Assistant Front Office Manager to support the Hotel Manager in planning, organizing and controlling daily Front Office operations, ensuring smooth guest service and strong coordination with all departments.

You will supervise Front Office staff across shifts, oversee reservations and room inventory, monitor check-in/check-out, and uphold SOPs and policies to deliver professional and courteous service.