Assistant Front Office Manager
Job Summary
The Assistant Front Office Manager supports the Front Office Manager in overseeing all front desk operations, ensuring the highest standards of guest service, and maintaining smooth and efficient daily operations. This role plays a key part in delivering a seamless guest experience from check-in to check-out while supervising front office Team members, managing guest concerns, and assisting in administrative tasks. The ideal candidate is a proactive leader with a passion for hospitality, strong problem-solving skills, and a commitment to excellence in guest satisfaction.
Main Responsibilities
Customer Relations
- Welcome guests with warm service and friendly demeanor.
- Develop and maintain high-quality relationships with guests throughout their stay with resort.
- Handle guest complaints and issues that cannot be resolved by team members, ensuring timely and satisfactory solutions.
Operations
- Handling day-to-day operations of the Lobby Reception, Call Centre, Recreation Centre and Concierge.
- Organize and supervise guest arrivals and departures.
- Ensure accuracy and currency of guest information and documentation.
- Apply the resort’s pricing policies and audit procedures consistently.
- Oversee billing operations, including group invoicing, debt management, and cash handling.
- Monitor service standards through guest feedback and quality audits.
- Keep guest information directories updated.
- Maintain high standards in guest interactions and service delivery.
Team Management
Reporting directly to Front Office Manager, General Manager and liaising with other department heads to establish, review, and maintain operational standards, ensuring seamless and efficient daily operations.
- Foster a motivated and collaborative team atmosphere.
- Participate in recruitment and onboarding of new team members.
- Support ongoing training and development of staff.
- Ensure compliance with Standard Operating Procedures and Company Policies (e.g., uniforms, grooming).
Management & Administration
- Ensure compliance with invoicing and cash handling procedures.
- Assist with updating financial dashboards (revenue, occupancy, forecasts, etc.).
- Secure revenue streams and manage debt collection processes.
Hygiene / Safety / Environment
- Maintain cleanliness and organization in the work environment.
- Enforce hotel safety regulations, especially in emergencies.
- Ensure the safety of both guests and property.
Qualifications & Skills
- Bachelor’s degree or diploma in Hospitality Management, Hotel Administration, or a related field.
- 2–4 years of experience in front office operations, with at least 1 year in a supervisory or assistant managerial role.
- Experience with Property Management Systems (PMS) such as IFCA or similar.
- Familiarity with front desk procedures, guest relations, and basic accounting principles.
- Additional certifications in customer service or hotel operations are a plus.
- Application open to Malaysian citizen only*
Job Types: Full-time, Permanent
Pay: RM4,500.00 - RM5,500.00 per month
Benefits:
- Additional leave
- Free parking
- Maternity leave
- Meal allowance
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Rotational shift
Work Location: In person