Front Office Manager

2 days ago

Malaysia Boustead Hotel & Resorts Full time 60,000 - 80,000 per year


Job Description:

  1. Lead and manage the daily operations of the front office team including reception, concierge, bell desk, and guest relations.
  2. Ensure exceptional guest service is delivered consistently from arrival to departure.
  3. Monitor front office performance, manage KPIs, and drive guest satisfaction scores.
  4. Handle guest feedback, complaints, and special requests in a professional and timely manner.
  5. Collaborate with Housekeeping, Reservations, and other departments to ensure operational efficiency.
  6. Conduct training, performance evaluations, and scheduling for the front office team.
  7. Ensure adherence to hotel policies, SOPs, safety procedures, and grooming standards.
  8. Prepare reports related to occupancy, revenue, and front office performance for management review.
  9. Monitor room inventory and work closely with the Reservations and Sales teams to optimize room sales.
  10. Lead by example and promote a positive team culture and high service standards.

Requirements:

  • Diploma or Degree in Hospitality Management or related field.
  • Minimum 5 years of experience in Front Office operations, with 2 years in a managerial role within a 4 or 5-star hotel.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong knowledge of front office systems (e.g., IDB, OPERA, Fidelio).
  • Fluency in English and Bahasa Malaysia; other language proficiency is a plus.
  • Professional appearance, confident demeanor, and guest-first mindset.
  • Able to work flexible hours including weekends and public holidays.

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