What Jobs are available for Full Time in Malaysia?

**Your Day To Day**
+ **Be the warm welcome** that sets the tone for a memorable guest experience, demonstrating genuine hospitality and professionalism.
+ Acknowledge and prioritize IHG Rewards Club members, VIPs, and returning guests, both in person and on the phone.
+ Take and manage guest bookings with accuracy, identifying up-selling opportunities to enhance guest stays by promoting hotel services, amenities, and packages.
+ Maintain a deep understanding of and adhere to **IHG Brand Standards** , hotel policies, and operational processes to deliver consistent and high-quality service.
+ Handle cash, credit, and digital transactions with precision, ensuring all processes align with hotel financial policies.
+ Facilitate seamless check-in and check-out experiences, including verifying IDs, issuing room keys, and managing safety deposit boxes securely.
+ Coordinate with housekeeping to confirm room readiness and update the Property Management System (PMS) with any changes or room allocations.
+ Assist in managing guest inquiries, messages, and complaints, ensuring timely responses and escalating to management when required.
+ Anticipate and fulfill guest needs by recording and acting on preferences, special requests, or recurring concerns to create personalized experiences.
+ Provide accurate information on local attractions, transportation, and hotel amenities to enrich the guest's stay.
+ Follow all safety and emergency procedures, including reporting incidents promptly.
+ Stay trained on hotel emergency protocols and assist guests during evacuations or other critical situations.
+ Collaborate with other departments to ensure seamless communication and exceptional service delivery.
+ Step in to support colleagues with ad-hoc duties as needed, fostering a team-oriented work environment.
+ Actively participate in team briefings, training sessions, and performance discussions to enhance personal and departmental growth.
+ **Represent the hotel brand** with pride by maintaining a polished appearance and professional demeanor at all times.
+ Always stay informed of the day's events, activities, and occupancy levels to provide accurate and timely information to guests.
+ Assist with administrative duties, including filing, preparing reports, and maintaining an organized workspace.
+ Monitor and replenish front desk supplies, such as registration cards, brochures, and stationery.
+ Assist with managing incoming and outgoing guest mail, package deliveries, and courier services.
+ Conduct follow-ups with guests during and after their stay to ensure satisfaction and address any unresolved concerns.
+ Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.
**What We Need From You**
+ Communication skills - Guests will approach you with both concerns and compliments, so you'll need to be easy to talk to.
+ Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
+ Fluency in the local language - extra language skills would be great, but not essential.
+ Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers.
+ Flexibility - night, weekend and holiday shifts are all part of the job.
+ You'll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
+ Experience - ideally you'll have spent at least one year in a front desk or guest service position.
+ Strength - sometimes you'll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Hilton isn't just a place to work. 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.
**And, we strongly believe that our Team Members are more than just "employees".**
**Thrive at Hilton** embraces our diversity and provides a way of living, helping our Team Members build a strong foundation for health and well-being, seeking lifelong learning and mindful leadership, dreaming and connecting with a **Purpose** , and creating the most optimal work experience for them as an individual.
**Go Hilton** , our leisure travel discount programme, is designed exclusively to ensure that our Team Members get to experience the same Hilton Hospitality when they are travelling at a discounted rate. Eligible Team Members and their authorized family and friends can take advantage of special room rates and other perks.
**Join us now and enjoy the Hilton experience for yourself.**
The Front Office Assistant greets and registers guests, providing prompt and courteous service. He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel's services.
**What will I be doing?**
As the Front Office Assistant, you will be responsible for performing the following tasks to the highest standards:
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
- Make appropriate selection of rooms based on guests' needs, code electronic keys, confirms the room number and rates with a written confirmation.
- Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.
- Ensure rooms and services are correctly accounted for within guests' statements, properly stating services provided by the hotel.
- Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller's checks and other forms of payment, converting foreign currency at current posted rates.
- Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
- Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
- Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests' needs.
- Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.
- Record guests' complaints, conducting thorough research to develop the most effective solution and negotiate results.
- Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.
- Remain calm and alert especially during emergency situations and heavy hotel activity.
- Plan and implement detailed steps by using experienced judgment and discretion.
- Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
- Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.
- Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.
- Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately "at-home" when they arrive.
- Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolution.
- Maintain awareness of guests' profile and specific preferences, ensuring that they are acted upon for each reservation.
- Ensure that VIP guests are treated personally and recognized as an individual.
- Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
- Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Ensure a prompt and efficient departure, by settling guests' accounts as per billing and reservation instructions, ensuring that all guests' folios are correct.
- Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.
- Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
- Knowledgeable of the hotel's facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
- Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.
- Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.
- Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.
- Ensure that the Front Office Manager is kept aware and up to date with operational issues.
- Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
- Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
- Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.
- Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.
- Ensure that the front desk stock is managed and not wasted, maintaining costs where able.
- Keep up to date and aware of competitor activities in order to be well informed.
- Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
- Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
- Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.
- Adhere to the company's credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
- Provide safety deposit boxes to guests, ensuring that guests' valuables are safe and secure at all times.
- Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
- Maintain the efficiency of departure by checking all guests' folios to ensure accuracy of charges.
- Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
- Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.
- Attempt to communicate with guests in guests' native language, if applicable.
- Carry out any other reasonable duties and responsibilities as assigned.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
**What are we looking for?**
A Guest Service Agent 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, behaviours, skills, and values that follow:
- Able to perform moderately complex mathematical calculations without error.
- Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.
- Able to access and accurately input information using a moderately complex computer system.
- Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Good interpersonal skills to provide overall guest satisfaction.
- Able to work under pressure and deal with stressful situations during busy periods.
- 1 or 2 years of related working experience preferred.
**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:** _Front Office Assistant_
**Location:** _null_
**Requisition ID:** _HOT0BT13_
**EOE/AA/Disabled/Veterans**

**Description:**
You will be responsible to provide an excellent and consistent level of service to your customers. The Front Office Agent is responsible to contribute to the smooth and efficient running within the Rooms Division.
**Qualifications:**
+ Diploma or qualification in Hospitality or Tourism Management.
+ Fresh graduates are encouraged to apply.
+ Good customer service, communications and interpersonal skills are a must.
+ Due to the Malaysian government work permit restrictions, we regret to inform that only Malaysian citizen or Permanent Resident of Malaysia will be considered.
**Primary Location:** MY-10-Kuala Lumpur
**Organization:** Grand Hyatt Kuala Lumpur
**Job Level:** Full-time
**Job:** Front Office
**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.

**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 South East 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 talents to join as Host - House Host in Hyatt House Kuala Lumpur, Mont'Kiara. We are looking for people who are passionate and able to deliver excellent customer service in a fast paced environment. Here in Hyatt House Kuala Lumpur, we CARE for the safety and wellbeing of our guests and aim to create a memorable experience for our guests. We WANT team players who are able to multitask between the areas of front office guest relations duties, food and beverage service and delivering guest services that represent hospitality at its best! More so than ever, we are now looking for individuals who have a positive attitude, who are ready to face challenges and who want to work hard to develop their careers with Hyatt- recognized as one of the best hotel companies to work for! If this is YOU, 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 and moderate Japanese/Korean/Chinese speaker is an advantage
+ 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
+ Advantage those who can speak additional language - Chinese, Korean or Japanase
_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-10-Kuala Lumpur
**Organization:** Hyatt House Kuala Lumpur
**Job Level:** Full-time
**Job:** Guest Services
**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** 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**