Manager, Front Office

1 week ago

Malaysia One&Only Desaru Coast Full time
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life.

With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.


Nestled on the south-eastern shoreline of Malaysia, between lush rainforests and South China Sea, One&Only Desaru Coast is a spectacular tropical retreat spread across 128 acres of unspoiled nature and flanked by a secluded 1.5 kilometre stretch of pristine white sands.

The warm Malaysian charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations.

Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it's our passion.


One&Only Desaru Coast is seeking a passionate and dedicated Manager, Front Office to join our team based in Desaru, Johor.


  • Ensure that all services offered in the Front Office are always available and are carried out with the utmost efficiency and courtesy to effectively handle and resolve any guest problems or complaints as per the guidelines established and documented in the Rooms Operations Manual.
  • Undertake duty management shifts as required, including night shifts, and assume responsibility in the absence of senior management in all matters concerning the safety, security, and wellbeing of hotel guests to effectively handle and resolve any guest issue and maintain operations at the required quality level.
  • Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out from the Front Office.
  • Assist the sales team in controlling peak periods, resolving conflicts in bookings, changing dates and facilities for guests/groups to support the satisfaction of client needs according to the standards and processes of the Group.
  • Plan and implement effective upselling activities to support the maximum room revenue through effective rate management.
  • Review expected arrival rooms to ensure that rooms are arranged as per the preference of each guest and amenities placed prior to the guest arrival.
  • Liaise closely with all relevant Departments about servicing and handling of incoming groups, while meet and welcome regular and VIP guests in accordance with One&Only Guest Recognition Programmes and protocol.
  • Meet regularly with the Front Office Supervisors to review the operation of the department to ensure smooth coordination and communication.
  • Manage the daytoday operations of the Front Office providing guidance, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards and liaise with internal and external parties at the appropriate levels to ensure smooth flow of operations.

About You:

  • Bachelor, Hotel Management, or similar discipline
  • At least 2 years' management experience in similar role managing a team in 5star luxury hotel environment.
  • Speaks English fluently (Bilingual skills would be an added plus)
  • Experience in Opera PMS, Microsoft Office
  • Good verbal and written communication skills
  • Passion for customer care
  • Excellent interpersonal and Guest management skills, strong business communication skills
  • Ability to work under pressure and react quickly.
  • Analytical skills. Ability to identify reasonable solutions quickly. Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

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