Assistant Front Office Manager/ Front Office Manager

Ensures that all hotel's basic standards have been implemented, and those optional standards have been implemented where appropriate.
- Ensures that all Front Office employees deliver the basic standard and provide exceptional guest service at all times.
- Maintains positive guest and colleague interactions with good working relationships.
- Assists in greeting and checking-in VIP and Long Stay guests.
- Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
- Ensures that all V.I.P. and long stay guests are met on arrival by a Duty Manager.
- Prepare and updates of the Front Office Departmental Operations Manual
- Conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary
- Ensures that all Front Office employees are familiar with the hotel’s products and services.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Ensures that Front Office employees provide excellent service to internal customers as appropriate.
- Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
- Establishes a rapport with guests and maintains good customer relationship.
- Monitors rooms’ standards in general, working through the respective Head of Department to take corrective action where necessary.
- Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping and other Duty Managers.
- Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
- Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Assists in securing external guest accommodation in overbooking situations.
- Ensures that all guest details are entered correctly in accordance with the principles of clean data.
- Ensures that public areas are clean and up to standard.
- Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team and delivers the basic standard.
- Directing and planning all departments’ activities which comprises Reception, Cashiering, telephone room, Bell service, and transportation, ensuring the smooth running and proper administration of the department.
- Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organizations, including tour operators and local travel agents.
- Ensures the strict control of room keys.
- Ensures that the Front Office employees work in a supportive and flexible manner with other departments, in a spirit of “Team Work”.
- To be thoroughly conversant with the Front Office computer system and to coordinate with IT Manager in times of power failure or system down.
- Responds to changes in the Front Office Department function as dictated by the industry, company and hotel.

Carries out any other reasonable duties and responsibilities as assigned.

**Job Types**: Full-time, Permanent

Pay: RM3,800.00 - RM7,000.00 per month

**Benefits**:

- Dental insurance
- Free parking
- Health insurance
- Meal allowance
- Opportunities for promotion
- Professional development

Work Location: In person