Front Office Manager

Traders Hotel Kuala Lumpur

Traders cater to savvy, passionate travellers who appreciate smart functionality and getting things done. Guests enjoy a blend of thoughtful simplicity with the warmth of Asian hospitality. No matter the purpose of the trip - work, rest or play, each Traders offers a thoughtfully designed environment enabling guests to be focused on what really matters.

Located at the heart of the Kuala Lumpur city Centre, Traders Hotel by Shangri-La is looking for a dynamic, passionate, and multi-skilled talent in delivering our Asian hospitality.

**As Front Office Manager we rely on you**:
Under the general guidance of the Director of Operations, the Front Office Manager will be responsible for the general administration and profitability of the operation of the Front Office department, including Front Desk, Concierge, Service Centre, Guest Relations, Traders Club, Business Center and Guest Service Center.
Ensures effective and efficient implementation of Front Office policies and procedures.
Reviews all applicable policies and procedures to ensure familiarity with content as well as updates;
Ensures compliance on all Front Office policies and procedures
Updates FO SOPs, as may be needed and regularly communicates policies to colleague.
Oversees the implementation of our Core Project Team to drive guest satisfaction levels, where necessary conduct brainstorming and root cause analysis to develop action plans and best practices for performance improvements.
Assists the Director of Operations in overseeing and drive the implementation of the Shangri-La Circle Program to ensure adherence to program guidelines and achievement of set goals.
Ensures all other Hotel programs related to customer relations and revenue generation are successfully implemented in the Front Office area.
Interacts with guests regularly to obtain feedback on ways to improve the hotel’s services and facilities.
Oversees and assists the Front Desk during heavy check-in and check-out.
Analyzes the room nights for trends, in comparison with the latest Manager’s reports.
Analyzes figures for reservations on hand to determine whether projections are too high or too low.
Uses pick up occupancy report as guide to determine a more accurate forecast.
Reviews events which might effect an increase in certain segments; implements agreed strategies.
Prepares rationale for strategies and submits to the Director of Operations for approval.
Projects expenses for the next 3 months.
Conducts recruitment interviews.
Discuss training priorities with section heads, drafts/reviews training schedules for the month and authorizes activities.
Coordinates with the Learning and Development Team in all matters pertaining to colleague’s training and development.
Personally conducts/facilitates training activities in accordance with established targets.
Ensures the successful implementation of succession program in Front Office department.
Implements appropriate scheduling and duty roster management to ensure colleague on duty at any given time corresponds with expected business volume.
Proactively looks for ways to maximize the department’s output without compromising standards.
Effectively manages colleagues annual leave and ensure proper planning to avoid high accumulation balances.
Being part of the Emergency Response Team (ERT) member in the hotel when the need arises.
Reviews the Delegation of Authority Matrix from time to time to ensures it stays relevant and timely.
Participates actively in the monitoring and planning for the continual improvement of the Hotel’s ESG.

**Requirement**:
Has minimum one year experience as Front Office Manager or 3 years experience as a Assistant Front Office Manager.
Bachelor's Degree or Diploma in Tourism/ Hospitality/ Hotel Management.
Guest Orientated and Result Driven.
Possesses effective leadership skills.
Oral and written proficiency in English and Bahasa Malaysia.
Equipped with Sales and Financial Knowledge.
Equipped with effective training skills.
Has strong interpersonal and communication skills
Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered.