Key Responsibilities

Operations & Guest Experience

• Manage daily front office operations including Reception, Concierge, Guest Relations, Bell Services, and Business Centre.
• Ensure all guests receive a warm, professional, and personalized experience from arrival to departure.
• Handle VIP arrivals, special requests, guest feedback, and service recovery effectively.
• Maintain 5-star service standards in accordance with brand and hotel SOPs.
• Monitor room inventory, room status, and coordination with Housekeeping for optimal room readiness.

Leadership & Team Management

• Lead, train, coach, and motivate the front office team to deliver consistent luxury service.
• Prepare duty rosters, manage manpower planning, and control departmental payroll costs.
• Conduct performance appraisals, onboarding, and continuous service training.
• Foster a positive, service-driven culture with high employee engagement.

Revenue & Financial Management

• Optimize room revenue through effective room allocation, upselling, and yield management in collaboration with Revenue Management.
• Monitor front office expenses, cash handling, and night audit controls.
• Ensure compliance with internal controls, audit requirements, and hotel policies.

Systems & Compliance

• Ensure effective use of PMS and related hotel systems (e.g. Opera or equivalent).
• Maintain accurate guest records and reports.
• Ensure compliance with Malaysian regulations, safety standards, and data protection policies.

Interdepartmental Coordination

• Liaise closely with Housekeeping, Sales, Engineering, Security, and F&B teams to ensure smooth operations.
• Participate in management meetings and contribute to operational planning and service improvement initiatives.