Guest Experience Front Office Leader

Shangri-La Hotels (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 61,000 - 100,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking a Service Manager - Front Office (Duty Manager) to oversee daily Front Office operations and lead a team to deliver world-class guest experiences. This leadership role drives check-in/check-out efficiency, guest satisfaction, and seamless coordination with other departments in a premier luxury hotel.

In this position, you will manage nightly audits, reporting, and handovers, while maintaining brand standards and safety procedures.

Qualifications

• Diploma or Certificate in Hotel Management or equivalent.
• Minimum 2 years of Front Office supervisory experience in an international hotel environment.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and guest-handling abilities with sound judgment.
• Good spoken and written English; proficiency in additional languages is an advantage.
• Knowledge of Front Office systems and Microsoft Office applications.

Responsibilities

• Oversee daily Front Office operations, ensuring smooth check-in, check-out, and guest service delivery in line with Shangri-La standards.
• Supervise and guide Front Office team members, including Service Leaders and Associates, fostering a positive and motivated work environment.
• Manage guest feedback promptly, ensuring issues are resolved effectively and service recovery actions are implemented to enhance guest satisfaction.
• Conduct inspections of the lobby, public areas, and heart-of-house to ensure cleanliness, readiness, and brand standards are maintained.
• Ensure the accuracy and completion of daily reports such as Rate Variance, High Balance, and No-Show reports, and authorize rebates or paid-outs within assigned limits.
• Oversee the Night Audit process, room discrepancies, and ensure proper handover between shifts.
• Maintain effective communication with other departments (Housekeeping, Engineering, Security, Sales, F&B, Reservations, Revenue) for seamless operations.
• Take full charge of hotel operations in the absence of the Front Office Manager, making key decisions that impact guest experience and service quality.
• Ensure guest and employee safety during emergencies and familiarity with all emergency procedures.
• Support hotel environmental initiatives and participate in community and sustainability programs.

Skills

Leadership

Interpersonal skills

English proficiency

Guest handling

Front Office systems

Education

Hotel management diploma

Tools

MS Office

Job description

Shangri-La Kuala Lumpur is seeking a Service Manager - Front Office (Duty Manager) to oversee daily Front Office operations and lead a team to deliver world-class guest experiences. This leadership role drives check-in/check-out efficiency, guest satisfaction, and seamless coordination with other departments in a premier luxury hotel.

In this position, you will manage nightly audits, reporting, and handovers, while maintaining brand standards and safety procedures.