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