What Jobs are available for Front Office Manager in Malaysia?

A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.
**What will I be doing?**
As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
+ Oversee the entire Front Office operation to maintain high standards
+ Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
+ Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
+ Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
+ Set departmental objectives, work schedules, budgets, policies, and procedures
+ Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
+ Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
+ Maintain good communication and working relationships with all hotel departments
+ Monitor staffing levels to meet cover business demands
+ Conduct monthly communication meetings and produce minutes
+ Manage staff performance issues in compliance with company policies and procedures
+ Recruit, manage, train and develop the Front Office team
+ Comply with hotel security, fire regulations and all health and safety legislation
+ Act in accordance with policies and procedures when working with front of house equipment and property management systems
+ Assist with other departments, as necessary
**What are we looking for?**
Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
+ A degree or diploma in Hotel Management or equivalent
+ A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector
+ High level of IT proficiency
+ High level of commercial awareness and sales capabilities
+ Experience of managing people and developing people
+ Previous experience of managing a department and Profit and Loss account
+ Excellent leadership, interpersonal and communication skills
+ Accountable and resilient
+ Commitment to delivering a high level of customer service
+ Ability to work under pressure
+ Excellent grooming standards
+ Flexibility to respond to a variety of work situations
+ Ability to work on your own and as part of a team
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
+ Familiar with Property Management Systems
+ A degree or diploma in Hotel Management or equivalent
**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands ( . Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Front Office Manager_
**Location:** _null_
**Requisition ID:** _HOT0C20A_
**EOE/AA/Disabled/Veterans**

**Description:**
Come and join us in our journey as we care for people so they can be their best! We believe that being your best is about being your true self - engaged, fulfilled and ready to take on the world.
Hyatt House Kuala Lumpur, Mont Kiara- is the first Hyatt House hotel in Malaysia and Southeast Asia. Located in Mont' Kiara, an affluent suburb located 5km from downtown Kuala Lumpur, the hotel features approximately 298 guestrooms, a three-meal restaurant, 3,100 square feet of meeting space, a fitness centre, and a sky pool.
We are looking for talent to join as **Front Office Manager** in Hyatt House Kuala Lumpur, Mont'Kiara. We are looking to employ an individual with outstanding administrative, management and communication skills. You are expected to be a conceptual thinker with superb organizational and time management skills. You must be reliable and should accurately follow instructions with the ability to multitask and acclimatize in a fast-paced environment. To ensure success, you should display remarkable conflict management and decision-making skills with a solid understanding of employee relationships, staffing management, and payroll and benefits administration. Top candidates will be superb at problem solving, efficient in scheduling and precise in the recruitment process. If you are passionate in people management, we WANT YOU!
**What we offer:**
+ Fun and exciting work environment
+ Intensive training in area of specialization with customized personal learning plan
+ Coaching and mentoring
+ Exposure to various multitasking tasks
+ Opportunity to participate in various leadership programs
+ Participation in Hyatt's programs and initiatives
**Qualifications:**
**Key Requirements and Qualifications:**
+ **Possess a Diploma or Degree in Hotel / Tourism Management or any major related field**
+ **Previous experience working in hotels, restaurants or similar large establishments is an added advantage**
+ **A good working knowledge of English Language/ Proficiency in local language may be required**
+ **A critical person with utmost attention to details**
+ **Pleasant personality and good work attitude**
+ **Able to provide outstanding customer experience to the guests**
+ **Ability to communicate proactively with team members and guests**
+ **Values teamwork and able to motivate team members to achieve goals**
**_Please note: only those candidates with ongoing working rights for Malaysia will be considered; this includes citizenship and permanent residency_**
**A career with Hyatt opens a world of opportunities. We have continually been named one of the World's Best Multinational Workplaces.**
**Apply now to join our diverse and multitalented family of go-getters!**
**Primary Location:** MY-Kuala Lumpur
**Organization:** Hyatt House Kuala Lumpur
**Job Level:** Full-time
**Job:** Guest Service Operations
**Req ID:** KUA
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Renaissance Kuala Lumpur Hotel & Convention Centre, Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, Malaysia, Malaysia, 50450 VIEW ON MAP
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.
**CORE WORK ACTIVITIES**
**Leading Guest Services Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Ensures recognition of employees is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Celebrates successes and publicly recognizes the contributions of team members.
**Maintaining Guest Services and Front Desk Goals**
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.
**Managing Projects and Policies**
- Ensures compliance with all Front Office policies, standards and procedures.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Strives to improve service performance.
- Empowers employees to provide excellent customer service.
- Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Responds to and handles guest problems and complaints.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
**Managing and Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Establishes challenging, realistic and obtainable goals to guide operation and performance.
- Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
- Ensures employees are treated fairly and equitably.
- Manages employee progressive discipline procedures for Front Office Staff.
- Administers the performance appraisal process for direct report managers.
- Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
**Additional Responsibilities**
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We're looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** The St. Regis Langkawi, Jalan Pantai Beringin, Langkawi, Kedah, Malaysia, 7000VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
**CORE WORK ACTIVITIES**
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
**Additional Responsibilities**
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre- and post-convention meetings to the Front Office staff.
- Participates in department meetings.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Sheraton Imperial Kuala Lumpur Hotel, Jalan Sultan Ismail, Kuala Lumpur, Wilayah Persekutuan, Malaysia, 50250VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
**CORE WORK ACTIVITIES**
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
**Additional Responsibilities**
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre- and post-convention meetings to the Front Office staff.
- Participates in department meetings.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Fairfield by Marriott Kuala Besut, Fairfield by Marriott Kuala Besut, Kuala Besut, Malaysia, Malaysia, 22200VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
**CORE WORK ACTIVITIES**
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
**Additional Responsibilities**
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre- and post-convention meetings to the Front Office staff.
- Participates in department meetings.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
Fairfield by Marriott guarantees a beautifully simple stay wherever you travel, with over 1,000 locations worldwide. Our Marriott family farm heritage inspires a calming, reliable experience characterized by warm hospitality, all at a great value. As a member of our team, you'll deliver on the Fairfield Guarantee - our commitment that every guest leaves the hotel satisfied. At Fairfield, we invite you to explore career opportunities that hold our hotels and the service we provide to the highest standard. In joining Fairfield by Marriott, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Renaissance Kuala Lumpur Hotel & Convention Centre, Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, Malaysia, Malaysia, 50450 VIEW ON MAP
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
**CORE WORK ACTIVITIES**
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
**Additional Responsibilities**
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre- and post-convention meetings to the Front Office staff.
- Participates in department meetings.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We're looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Assistant Front Office Manager is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. He / she is responsible for the operation of all front desk operations, Transportation team, Concierge and telephone service centre.
**What will I be doing?**
As the Assistant Front Office Manager, you will be responsible for performing the following tasks to the highest standards:
- Maintain a high customer service focus by approaching your job with the customers always in mind.
- Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
- Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
- Flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
- Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
- Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
- Actively seeking verbal feedback from customers and team members at every opportunity.
- Agree on and implement actions to make improvements to customer service.
- Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Front Office Manager.
- Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
- Be available to assist on duty in the hotels during any busy days or special events.
- Maintain a presence in the lobby, setting the example to team members for guest service.
- Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
- Knowledgeable of Hilton departmental standards.
- Able to explain the standards to the team and train each team member individually with specific job skills checklists that relate to their responsibilities.
- Assess team members' performance against standards.
- Monitor standards through regular standards review checks.
- Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
- Implement and follow through with improvements identified.
- Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
- Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.)
- Communicate effectively with Housekeeping, groups and tours on in-house groups holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
- Describe, assign and delegate duties and authority for the operation of the department at all times.
- Understand the situation in other departments and its implication for your own department.
- Planning ahead and ensuring adequate resources are available.
- Coordinate with the Housekeeping department to ensure that cleaning is followed up with and procedures are maintained.
- Ensure the shift is reviewed, handovers and briefings are carried out.
- Maintain in-depth technical knowledge and skills required for the job.
- Maintain guest histories to assist with returning guests.
- Establish good communication with the Housekeeping team.
- Attend and participate in regular operational and hotel meetings.
- Ensure that supplier liaison together with the Purchasing team ensures maximum support with regards to sponsorship, marketing and pricing initiatives.
- Be responsible for the maximization of room revenue and profit through commercial rooms management, ensuring a consistently high standard of customer service within the department.
- Make all decisions regarding overbooking the hotel on the same day, ensure all out bookings are carried out by members of the Management and that overbooking levels for future days will be monitored by the Revenue Manager.
- Understand the goals of the hotel and the department's role in achieving it, communicating goals to the team.
- Ensure that the daily operation is managed by the Guest Service Managers and Supervisors who are totally accountable for the profitability and service standards achieved.
- Set and agree to departmental objectives for self and team.
- Represent the needs of the team to others in the hotel.
- Get members of the team to work cooperatively with others.
- Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.
- Be aware of potential highs and lows in the business.
- Create and implement sales promotions and team member incentives as per discussion with the Front Office Manager.
- Assist the Marketing and Communications team with the preparation of the events brochure.
- Assist with the annual marketing plan to establish a list of marketing activities in line with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers and the Revenue Manager and the Marketing and Communications team.
- Identify, communicate and act on potential sales leads.
- Participate in the development of the annual budget, developing short and long term financial operating plans.
- Use key monitors and financial targets to evaluate the department's performance and make future plans.
- Analyze financial information that is provided via the payroll system and ONQ, to assist decision making.
- Complete regular financial and operating reports, as required or requested by the Front Office Manager and forecast potential costs.
- Review expenses on a monthly basis to implement actions for improvement, following company control procedures.
- Control costs without compromising standards.
- Communicate relevant financial information to the team.
- Analyze and explain any financial variance against plan.
- Set-up and maintain leave plans, monitor, control and minimize overtime for the department.
- Carry out seasonal inventory of operating equipment.
- Understand the quantity and quality of people needed for the department to operate.
- Carry out selection interviews and make effective recruitment decisions based on skills and attitude.
- Ensure the new recruits have all relevant information before commencing employment.
- Plan and ensure departmental orientation, trainings and assessments to maintain standards are carried out.
- Regularly review individual and team performance against objectives and provide feedback.
- Develop and implement department training plans to meet business needs.
- Carry out training programs for team members with the Training Manager and departmental trainers.
- Assist in the training of team members ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
- Review and evaluate all training activities.
- Carry out annual appraisals with all team members and identify individual training needs, in accordance with legal and hotel guidelines.
- Introduce appropriate product knowledge courses for team members.
- Communicate to the team their responsibilities within Health & Safety (H&S).
- Provide relevant training to the new join team member.
- Understand the relevant H&S legislations and their implication on the operation of the department.
- Ensure that safe and healthy working practices are implemented at all times.
- Participate in community public relations for the hotel.
**What are we looking for?**
An Assistant Front Office Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow:
- Local Malaysian citizen.
- Good communication, organization and coordination skills.
- Good team spirit.
- Strong sense of responsibility and self-motivation.
- Patient, responsible and proactive in dealing with problems.
- Able to maintain excellent relations with team members.
- Able to work under great physical and mental pressures.
- Familiar with computer systems.
- Fluent in spoken and written English and Bahasa to meet business needs. Other languages will be an added advantage.
**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Assistant Front Office Manager_
**Location:** _null_
**Requisition ID:** _HOT0BZVQ_
**EOE/AA/Disabled/Veterans**

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Sheraton Kota Kinabalu, Jalan Albert Kwok, Kota Kinabalu, Malaysia, Malaysia, 88000VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.
**CORE WORK ACTIVITIES**
**Supporting Property Operations and Guest Relations Needs**
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Sends copy of MOD report to all departments on a daily basis.
- Strives to improve service performance.
- Ensures compliance with all policies, standards and procedures.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Supporting Profitability Goals**
- Understands and complies with loss prevention policies and procedures.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
**Managing the Guest Experience**
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Empowers employees to provide excellent customer service.
- Provides immediate assistance to guests as requested.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Ensures employees understand customer service expectations and parameters.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- Records guest issues in the guest response tracking system.
**Assisting Human Resources Activities**
- Participates as needed in the investigation of employee and guest accidents.
- Observes service behaviors of employees and providing feedback to individuals.
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Celebrates successes and publicly recognizes the contributions of team members.
- Ensures employees are cross-trained to support successfully daily operations.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
- Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._