Guest Experience Lead – Front Office

Pullman; Kuala Lumpur; On-site; MYR 84,000 - 132,000; Full time

Job summary

Jora Malaysia is seeking a Guest Service Manager (Duty Manager) to oversee daily Front Office operations, including Front Desk, PABX, Concierge and Transportation Services. You will ensure smooth arrivals, stays and departures while driving service recovery and guest satisfaction.

The role requires leadership to supervise, coach, and develop the Front Office team, with strong communication and a customer-focused mindset, and the ability to work under pressure in a fast-paced hotel environment.

Qualifications

• Minimum 2 years in a Front Office/Guest Service role in a hotel.
• Experience supervising front office operations and staff.
• Good knowledge of hotel procedures and standards.
• Strong leadership and customer-focused approach.
• Ability to handle guest enquiries and resolve issues promptly.

Responsibilities

• Lead daily Front Office operations including Front Desk, Concierge, and Transportation Services.
• Oversee check-in/check-out, guest billing and settlements.
• Coach, train and motivate Front Office team to meet service standards.
• Monitor performance, grooming and compliance with hotel policies.
• Handle guest feedback and service recovery to maximize satisfaction.
• Coordinate communications between Front Office and other departments.

Skills

Leadership

Teamwork

Communication

Interpersonal skills

Problem-solving

Time-management

Education

Diploma/Degree in Hospitality, Hotel Management or related field

Tools

PMS (Opera)

Job description

Jora Malaysia is seeking a Guest Service Manager (Duty Manager) to oversee daily Front Office operations, including Front Desk, PABX, Concierge and Transportation Services. You will ensure smooth arrivals, stays and departures while driving service recovery and guest satisfaction.

The role requires leadership to supervise, coach, and develop the Front Office team, with strong communication and a customer-focused mindset, and the ability to work under pressure in a fast-paced hotel environment.