Front Office Duty Manager

Job Title: Front Office Duty Manager

Location: Trove Johor Bahru, Johor Bahru, Malaysia

Hotel Type: 4-star, 283 rooms

Job Summary:

As the Front Office Duty Manager at Trove Johor Bahru, you will play a key role in overseeing the daily operations of the Front Office. You will ensure the smooth functioning of guest services, maintain high service standards, and act as the primary point of contact for guest concerns. Your leadership will directly impact guest satisfaction, especially in creating a welcoming environment. You will also assist in managing Front Office staff, handling reservations, and ensuring an exceptional guest experience.

Key Responsibilities:

- Supervise and manage Front Office team, including Reception and Bell Desk.

- Ensure all check-in, check-out, and guest service procedures are followed efficiently.

- Resolve guest concerns and handle complaints in a professional manner, ensuring satisfaction.

- Provide training, coaching, and support to Front Office staff to maintain high service standards.

- Monitor room availability, coordinate with Housekeeping, and assist with room assignments to optimize occupancy.

- Act as the Manager on Duty during shifts, ensuring smooth hotel operations.

- Liaise with other departments such as Housekeeping, Maintenance, and F&B to ensure seamless guest service.

- Maintain a positive guest experience by addressing issues related to room allocation, billing, or special requests.

- Assist in maintaining and updating guest history records for personalized service.

- Ensure compliance with hotel policies, procedures, and brand standards.

- Prepare reports on Front Office performance, including guest feedback, and present them during management meetings.

Qualifications:

- Minimum of 4-5 years of experience in Front Office operations in the hotel industry, with at least 2 years in a supervisory or managerial role.

- Strong leadership and communication skills, with the ability to lead and motivate a team.

- Proven ability to handle guest complaints and resolve issues effectively.

- Excellent organizational skills and attention to detail.

- Proficiency in hotel management software and Microsoft Office.

- Ability to work in a fast-paced environment and manage multiple tasks efficiently.

- Fluency in English and Malay, proficiency in other languages such as Mandarin is an advantage.

- Flexibility to work shifts, including weekends and public holidays.

Benefits:

- Competitive salary

- Medical coverage

- Opportunities for career growth within the hotel group

Note: This position is only open for Malaysian or Malaysian PR.

To apply, please send your latest C.V to our HR email address at [email protected].

Thank you.