Front office Supervisor

K2 MANAGEMENT & CONSULTANCY PTE. LTD.; Pasir Panjang; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading hospitality management company in Malaysia is seeking an experienced Front Office Manager to oversee front desk operations and lead the front office team. The role requires strong leadership, excellent communication skills, and a high level of customer service orientation. Candidates should have a diploma or degree in Hospitality Management, with 3–5 years of front office experience and fluency in English. The position involves shift-based work and interaction with diverse guests.

Qualifications

• Minimum 3–5 years of front office experience.
• At least 2 years in a supervisory role.
• Fluent in English; additional languages preferred.

Responsibilities

• Supervise daily front desk operations including check-ins and check-outs.
• Monitor guest satisfaction and resolve complaints.
• Recruit, train, and evaluate front office staff.

Skills

Leadership

Communication

Problem-solving

Customer service orientation

Cultural sensitivity

Proficiency in PMS

Proficiency in MS Office

Education

Diploma or degree in Hospitality Management

Tools

Hotel property management systems (PMS)

MS Office

Job description

Job Title: Front Office Manager

Reports To: General Manager / Hotel Manager

Job Purpose:
To oversee all front desk, reservations, and guest services operations, ensuring the highest level of hospitality, efficiency, and service quality. Responsible for leading the front office team to deliver a seamless guest experience from arrival to departure.

Key Responsibilities Operational Management
Supervise daily front desk operations including check-ins, check-outs, and reservations.
Ensure smooth coordination between front office, housekeeping, maintenance, and F&B.
Monitor guest satisfaction, address service gaps, and resolve complaints promptly.
Maintain accurate occupancy, revenue, and performance reports.

Team Leadership
Recruit, train, schedule, and evaluate front office staff.
Set performance targets and ensure adherence to hotel SOPs.
Coach and motivate team members to maintain service excellence.
Conduct regular briefings to share operational updates and guest feedback.

Guest Relations
Maintain strong relationships with guests, handling VIPs and special requests.
Ensure all guests receive a warm welcome and a professional farewell.
Promote hotel facilities and upsell services to enhance guest experience.

Administration & Financials
Oversee billing, cash handling, and credit procedures.
Monitor front office budget, control expenses, and optimize labor costs.
Ensure compliance with legal, safety, and brand standards.

Skills & Competencies

Strong leadership and people management skills.
Excellent communication, problem-solving, and decision-making abilities.
High level of customer service orientation and cultural sensitivity.
Proficiency in hotel property management systems (PMS) and MS Office.
Ability to handle high-pressure situations with professionalism.

Qualifications

Diploma or degree in Hospitality Management or related field.
Minimum 3–5 years of front office experience, with at least 2 years in a supervisory role.
Fluent in English; additional languages preferred.
Knowledge of local tourism, transportation, and attractions.

Working Conditions

Shift-based work, including weekends and public holidays.
Frequent interaction with guests from diverse cultures.
Standing and walking for extended periods.If you want,