Guest Experience Leader - Front Office

Accor Global Reservation Centre; Sepang; On-site; MYR 67,000 - 100,000; Full time

Job summary

ibis Styles Sepang KLIA in Sepang, Malaysia, invites an experienced Front Office Supervisor to lead daily guest-service operations, manage a dedicated front office team, and uphold brand standards. You will oversee check-in/check-out processes, optimize room allocation, and maintain quality service.

The ideal candidate has at least two years of supervisory hospitality experience, a degree in Hospitality Management, and proficiency with Opera Cloud and MS Office.

Qualifications

• Minimum 2 years of supervisory experience in hospitality.
• Bachelor's degree or diploma in Hospitality Management (preferred).
• Proficiency with front office management systems such as Opera Cloud.
• Strong proficiency with Microsoft Office suite applications.
• Excellent verbal and written communication skills in English; additional languages are advantageous.
• Demonstrated leadership and interpersonal skills with the ability to motivate and develop team members.
• Strong organizational and time management capabilities.
• Ability to work evenings weekends, and holidays.
• Familiarity with Sepang, Malaysia and the local area is advantageous.
• Works independently with strong responsibility and integrity.

Responsibilities

• Supervise daily front office operations, including check-in, check-out, and guest communication procedures.
• Manage shift operations independently while ensuring all team members adhere to brand standards and hospitality best practices.
• Strategically assign and block guest rooms to maximize operational efficiency, honor guest requests, and support revenue objectives.
• Coach, mentor, and develop front office team members, fostering a collaborative and supportive work environment.
• Handle complex guest issues with empathy and professionalism, ensuring swift and satisfactory resolutions.
• Maintain accurate financial controls and reconciliation procedures in accordance with organizational policies.
• Coordinate with Housekeeping and other departments to ensure seamless guest experiences.
• Monitor and optimize front office performance metrics to achieve operational goals.
• Ensure compliance with all front office procedures, security protocols, and guest privacy standards.
• Prepare reports and provide feedback to management on operational performance and team development.
• Respond promptly to guest inquiries and concerns, demonstrating exceptional customer service skills.

Skills

Leadership

Customer service

Communication

Time management

Education

Bachelor's degree or diploma in Hospitality Management

Tools

Opera Cloud

Microsoft Office

Job description

ibis Styles Sepang KLIA in Sepang, Malaysia, invites an experienced Front Office Supervisor to lead daily guest-service operations, manage a dedicated front office team, and uphold brand standards. You will oversee check-in/check-out processes, optimize room allocation, and maintain quality service.

The ideal candidate has at least two years of supervisory hospitality experience, a degree in Hospitality Management, and proficiency with Opera Cloud and MS Office.