Guest Experience Lead — Front Desk Operations

D GATEWAY HOTEL SDN BHD; Semenyih; On-site; MYR 40,000 - 70,000; Full time

Job summary

Jora Malaysia is seeking a Senior Front Desk Officer to oversee daily front desk operations and ensure an excellent guest experience. You will support the Front Office Manager, handle guest concerns, coordinate room operations, and ensure adherence to hotel SOPs.

Role requires leadership in supervising Front Desk Officers, managing shift handovers, and maintaining PMS records. English and Bahasa Malaysia skills are essential; shifts include weekends and public holidays.

Qualifications

• Diploma or Certificate in Hospitality preferred.
• 2–3 years Front Office experience in a hotel.
• At least 1 year in a supervisory or senior front desk role.
• Experience using a PMS system is preferred.
• Good communication in English and Bahasa Malaysia.

Responsibilities

• Oversee daily front desk operations while ensuring excellent guest service and smooth hotel operations.
• Supervise Front Desk Officers during each shift and ensure proper handovers.
• Prepare shift and occupancy reports; verify cash float and daily cashier balancing.
• Coordinate with Housekeeping and Maintenance on room status and guest requests.
• Promote walk-in sales and hotel packages; upsell room upgrades and services.

Skills

Leadership

Guest relations

Problem-solving

Time management

Communication

Education

Diploma or Certificate in Hospitality

Tools

PMS (Property Management System)

Job description

Jora Malaysia is seeking a Senior Front Desk Officer to oversee daily front desk operations and ensure an excellent guest experience. You will support the Front Office Manager, handle guest concerns, coordinate room operations, and ensure adherence to hotel SOPs.

Role requires leadership in supervising Front Desk Officers, managing shift handovers, and maintaining PMS records. English and Bahasa Malaysia skills are essential; shifts include weekends and public holidays.