FRONT OFFICE SUPERVISOR (MALAYSIA)

DXN Holdings Bhd; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hospitality company in George Town, Penang is seeking a Front Office Support professional. You will be responsible for greeting guests, managing check-in/check-out procedures using the IDB PMS system, and coordinating event setups. Ideal candidates should possess a diploma in hospitality or a related field and have 1-3 years of experience in customer service. Strong communication skills in English and Bahasa Malaysia are essential. This role requires flexibility to work shifts and weekends.

Qualifications

• 1-3 years of experience in front office, guest services, or event support.
• Willing to work shifts, weekends, and public holidays.
• Preferred experience with hospitality software and booking engines.

Responsibilities

• Greet and welcome guests in a professional manner.
• Handle guest check-in and check-out procedures efficiently.
• Manage room reservations, cancellations, and modifications.
• Provide accurate information about the resort and local attractions.
• Coordinate with housekeeping and maintenance teams regarding room status.

Skills

Front office customer service

Communication in English

Communication in Bahasa Malaysia

Attention to detail

Team player

Education

Diploma or Degree in Hospitality Management, Tourism, Business Administration

Tools

IDB PMS system

Microsoft Office

Job description

Front Office Support

• Greet and welcome guests in a warm and professional manner while supervising front office standards and team performance.
• Handle and oversee guest check-in and check-out procedures efficiently using the IDB PMS system.
• Manage room reservations, cancellations, and modifications; ensure accuracy and timely updates.
• Provide guests with accurate information about the resort, facilities, events, and local attractions.
• Answer and monitor prompt responses to phone calls, emails, and messages professionally.
• Maintain a clean, organized, and presentable front desk area at all times.
• Process guest transactions (room charges, F&B, add-ons, etc.) accurately using the IDB PMS system.
• Ensure all types of payments (cash, credit card, e-wallets, etc.) are handled and recorded correctly.
• Issue official receipts and invoices while overseeing team members handling similar tasks.
• Close and reconcile the cash register/shift report at the end of shift; verify shift summaries.
• Identify and upscale discrepancies or PMS system issues to management promptly.
• Handle and resolve guest complaints and issues efficiently; elevate major concerns to management.
• Provide concierge-level services, including transport arrangements, activity bookings, and other guest requests.
• Follow up on guest feedback and reviews to ensure guest satisfaction and continuous improvement.
• Coordinate with housekeeping and maintenance teams regarding room status and guest needs.
• Maintain accurate and secure guest records, including registration forms and logs.
• Prepare and submit daily front office and occupancy reports, revenue summaries, and event updates.
• Track and manage inventory of front office and guest amenities (e.g., minibar, toiletries).
• Plan, coordinate, and execute guest events or in-house activities as assigned.
• Liaise with internal departments and external vendors to ensure smooth event operations.
• Support and guide the front office and event teams, including task delegation, on‑the‑job training, and staff scheduling.
• Perform any other administrative, operational, or supervisory duties as assigned by management.

Event Support

• Assist in the planning and preparation of events (e.g., weddings, corporate functions, private gatherings).
• Communicate with clients to gather event requirements and ensure expectations are met.
• Coordinate with internal departments (housekeeping, kitchen, maintenance, etc.) to prepare event spaces.
• Assist in setting up event venues — tables, chairs, decor, equipment, signage, etc.
• Ensure smooth operation on event days by providing on‑site support.
• Greet and assist guests during events, acting as a point of contact for any inquiries or requests.
• Provide exceptional service to clients and guests to enhance the overall event experience.
• Handle last‑minute changes or guest requests professionally and efficiently.
• Help maintain event documentation including booking forms, checklists and feedback forms.
• Assist in preparing event materials (e.g., name tags, programs, signage).
• Maintain inventory of event supplies and report replenishment needs.
• Support in compiling post‑event reports and client feedback for review.
• Attend event briefings and contribute suggestions for improvement.
• Monitor event timelines and help ensure schedules are followed.
• Assist in post‑event clean‑up and resetting of the venue.

Requirements

Qualifications:

• Education: Diploma or Degree in Hospitality Management, Tourism, Business Administration or a related field (SPM/STPM holders with strong relevant experience may also be considered).
• Experience: At least 1–3 years of experience in front office, guest services or event support.

Skills & Competencies:

• Proven experience in a front office or customer service role (experience with IDB PMS system is an added advantage).
• Familiarity with hospitality software, booking engines and PMS systems.
• Good communication skills in English and Bahasa Malaysia.
• Friendly, patient, and able to work under pressure.
• Willing to work shifts, weekends and public holidays.
• Basic accounting and computer skills are required.
• Strong attention to detail and ability to multitask under pressure.
• Team player with a positive and proactive attitude.
• Basic computer skills (Microsoft Office, email, etc.).