Assistant Manager, Front Office

2 days ago

Sepang, Selangor, Malaysia Ormond Group Sdn Bhd Full time

We view ourselves as a scrappy start-up and as a vital member of the team, you will be expected to roll up your sleeves and get stuck in. Broadly, responsibilities as part of this role include:

Responsibilities:

Guest Relations & Front Office Duties

  • Ensure the hotel lobby and public areas are vibrant, clean, and guest-ready, especially during peak times.
  • Greet and engage with guests, offering assistance and ensuring a warm, welcoming atmosphere.
  • Address and resolve guest concerns or complaints promptly, documenting issues and follow-ups.
  • Personally handle the arrival experience for VIPs and corporate clients.
  • Coordinate guest services and special arrangements for long-staying guests.
  • Monitor and follow all credit and billing procedures.
  • Stay up to date with hotel products, room types, promotions, emergency protocols, and local area knowledge.
  • Track guest satisfaction and implement actions for continuous improvement.
  • Respond to and manage emergencies, incidents, and guest concerns as they arise.

Management & Administration

  • Supervise, coach, and support the Front Office team in delivering excellent service.
  • Provide feedback on team performance and assist in training and performance management.
  • Oversee shift handovers and ensure accurate completion of reports and logs.
  • Assist in preparing duty rosters, managing scheduling to ensure adequate coverage.
  • Ensure compliance with SOPs, brand standards, and service guidelines.
  • Assist with maintaining accurate team records and files in line with labour laws.
  • Review Night Audit reports, daily cash handling, and occupancy reports for accuracy.
  • Monitor and approve financial processes such as paid-outs, refunds, and deposits with supporting documents.
  • Ensure timely and accurate bank deposits.

Safety, Hygiene & Facility Oversight

  • Maintain cleanliness and readiness of the lobby, public areas, and surroundings.
  • Ensure hygiene and cleanliness comply with health and safety regulations.
  • Work with vendors, café operators, and convenience store partners to ensure smooth operation and compliance.
  • Implement and monitor procedures related to security, key control, lost & found, and emergencies.
  • Participate in health and safety checks, fire walks, and incident follow-ups.

Other Duties

  • Take on additional tasks or responsibilities as assigned by the Hotel Manager or General Manager for the effective running of hotel operations.

Qualifications & Requirements:

  • Education:

  • Diploma or Degree in Hospitality Management, Hotel Operations, or a related field.

  • Additional training in customer service or leadership is a plus.

  • Work Experience:

  • Minimum 3-5 years of experience in Front Office operations within the hotel industry.

  • At least 1–2 years in a supervisory or leadership role (e.g., Duty Manager, Assistant Manager, Front Office).
  • Proven track record of managing guest relations, handling escalations, and supervising teams.

  • Experience with hotel property management systems (PMS) and familiarity with night audits, reports, and cash handling procedures.

  • Skills & Attributes:

  • Strong leadership and team management skills.

  • Excellent communication in English and Bahasa Malaysia; additional languages are an advantage.
  • Passionate about guest service with a proactive and solution-oriented mindset.
  • Strong problem-solving and decision-making abilities.
  • Flexible with working hours, including shifts, weekends, and public holidays.
  • Good grooming and professional appearance.
  • Tech-savvy and comfortable using Microsoft Office, Google Workspace, and basic social media.

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