Guest Experience Manager — Front Office Leadership

Hilton; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

Hilton in Kuala Lumpur is seeking a Front Office Manager to oversee daily front office operations, guest services, and VIP experiences. You will lead a team of front desk agents, resolve guest concerns, and ensure service standards are met with warmth and hospitality.

The role requires strong leadership, PMS proficiency, and excellent communication, with the ability to work nights, weekends, and holidays in a fast-paced hotel environment. Fluency in English is essential.

Qualifications

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.
• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Lead daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
• Monitor and elevate service: Track guest satisfaction, address service issues, guide the team to implement improvements
• Support revenue initiatives: Promote hotel services and assist in upselling to drive occupancy and revenue
• Facilitate team knowledge: Provide regular updates and training on hotel offerings and local attractions
• Delight our guests: Welcome guests, respond to inquiries, resolve concerns promptly
• Oversee VIP guest experience: Review VIP reservations for elevated check-in/check-out
• Inspire and develop the team: Supervise staff, monitor performance, and foster a positive work environment

Skills

Front office management

Leadership

Guest service

Communication

PMS proficiency

English proficiency

Tools

PMS (property management systems)

Job description

Hilton in Kuala Lumpur is seeking a Front Office Manager to oversee daily front office operations, guest services, and VIP experiences. You will lead a team of front desk agents, resolve guest concerns, and ensure service standards are met with warmth and hospitality.

The role requires strong leadership, PMS proficiency, and excellent communication, with the ability to work nights, weekends, and holidays in a fast-paced hotel environment. Fluency in English is essential.