Front Office Manager

The Front Office Manager is responsible for overseeing the front desk operations, ensuring a high level of customer satisfaction, managing the front office team, and handling administrative tasks. This role requires a dynamic leader who can coordinate between various departments, maintain smooth daily operations, and ensure that guests' needs are promptly met. The Front Office Manager plays a vital role in creating a welcoming environment for all guests and upholding the reputation of the company.

Key Responsibilities:

• Front Desk Operations:
• Oversee the day-to-day operations of the front desk, ensuring that all processes run efficiently and smoothly.
• Ensure that all check-in/check-out procedures are completed correctly and in a timely manner.
• Handle guest inquiries, complaints, and requests with professionalism and courtesy.
• Maintain a positive and welcoming atmosphere for guests upon arrival.
• Team Leadership and Supervision:
• Lead, motivate, and manage the front office team (receptionists, guest service agents, bell staff, etc.).
• Train and develop team members to deliver high-quality customer service.
• Schedule shifts and manage daily staffing requirements based on occupancy levels.
• Conduct performance evaluations and provide feedback and coaching.
• Guest Relations:
• Ensure a high level of guest satisfaction by addressing concerns and providing solutions in a timely manner.
• Build and maintain positive relationships with regular guests to enhance loyalty.
• Manage VIP and special guest needs as required.
• Administrative and Reporting Tasks:
• Oversee the accurate preparation and maintenance of guest records, including billing, reservations, and special requests.
• Review and manage the front office’s financial reports (e.g., daily revenue reports, occupancy reports, etc.).
• Ensure proper communication and coordination with other departments, such as housekeeping, maintenance, and security.
• Quality Control:
• Monitor the front office area to ensure cleanliness, organization, and proper functioning of equipment.
• Ensure compliance with health, safety, and quality standards.
• Problem-Solving and Decision-Making:
• Handle guest complaints or issues with professionalism and find effective solutions.
• Make quick and efficient decisions regarding overbookings, guest requests, and scheduling conflicts.

Qualifications:

• Education: Bachelor’s degree in Hospitality Management, Business Administration, or related field (preferred).
• Experience:
• Minimum of 4 years of experience in a front office or customer service role, with at least 1 year in a supervisory/management position.
• Experience in a hotel, resort, or similar customer-facing environment is highly desirable.
• Skills:
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Exceptional customer service and problem-solving abilities.
• Proficient in office software and hotel management systems (e.g., Opera, Fidelio, or similar).
• Ability to multitask and work under pressure.
• Strong organizational and time management skills.

Additional Requirements:

• Ability to work a flexible schedule, including nights, weekends, and holidays.
• Professional appearance and demeanor.
• Strong interpersonal skills and the ability to work with a variety of people.

Job Types: Full-time, Permanent

Pay: RM6,000.00 - RM8,000.00 per month

Benefits:

• Health insurance
• Professional development

Schedule:

• Rotational shift

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Front Office: 4 years (Preferred)