35 Hotel Management jobs in Kuala Lumpur

Join to apply for the Front Office Supervisor role at IHG Hotels & Resorts

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Join to apply for the Front Office Supervisor role at IHG Hotels & Resorts

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.
• Monitor and ensure that IHG One Rewards Members, InterContinental Ambassadors, and VIP guests receive exceptional attention, care, and personalized service during their stay.
• Address and resolve guest complaints and incidents in a timely and effective manner, coordinating with the Duty Manager when needed and documenting actions in the Log Book.
• Respond promptly to guest needs, ensuring requests are met and problems are solved with a focus on guest satisfaction and experience.
• Handle guest inquiries about hotel services, local attractions, and activities, offering tailored suggestions and assistance.
• Supervise and manage Front Office, Guest Relations, and Reception teams, ensuring a high standard of service is maintained.
• Ensure all team members are properly trained on systems, security protocols, and service standards to maintain smooth operations.
• Actively mentor, coach, and provide feedback to team members, supporting their professional development and improving team performance.
• Monitor and enforce standards of conduct, uniform, hygiene, and appearance to maintain a professional image.
• Ensure that team members have the tools and equipment needed to effectively carry out their job duties.
• Coordinate with other departments to ensure smooth guest service and resolve any issues promptly.
• Oversee shift operations, ensuring front office processes, check-in/check-out procedures, and room assignments are completed efficiently.
• Ensure hotel policies and standards are adhered to across all areas, maintaining consistency in operations and guest experience.
• Review daily reports, including guest billing instructions, credit limits, and the rate variance report to ensure compliance and revenue control.
• Monitor occupancy, room availability, and ensure rooms are prepared on time for arriving guests, coordinating with Housekeeping and Maintenance as necessary.
• Assist with operational checklists, ensuring daily procedures are completed and tasks are managed effectively.
• Monitor and control guest billing, ensuring accurate charges and prompt resolution of any discrepancies.
• Ensure the smooth functioning of the Property Management System (PMS), taking immediate action in the event of any system failures or emergencies.
• Actively participate in upselling and revenue initiatives, promoting hotel facilities, dining outlets, and services to enhance revenue.
• Respond to emergency situations, including system downtimes, and implement recovery procedures effectively.
• Ensure that all team members are fully trained in emergency protocols, including fire safety, evacuation procedures, and first-aid measures.
• Act as a point of contact in any crisis or incident situations, managing operations and guest welfare until resolution.
• Promote inter-hotel sales, including dining, spa, pool, gym, and other in-house services, and encourage guests to take advantage of hotel amenities.
• Collaborate with the Concierge and Airport Concierge team to ensure smooth transportation arrangements for guests, including airport pick-up/drop-off.
• Keep up-to-date with local events and attractions, offering guests suggestions and recommendations as needed.
• Participate in IHG training programs to improve personal skills and development.
• Provide guidance and training for new team members, ensuring they understand hotel policies, procedures, and customer service standards.
• Perform ad-hoc duties as required, stepping in to support the team with unexpected tasks or demands.
• Ensure completion of any necessary administrative work, including the documentation of incidents, guest feedback, and other operational reports.
• Represent the hotel brand with pride and professionalism, maintaining a polished appearance and professional demeanor at all times.
• Be the face of the hotel during shift, ensuring that the team and guests feel supported and valued.
• Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.
  
  

Your Day To Day

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.
• Monitor and ensure that IHG One Rewards Members, InterContinental Ambassadors, and VIP guests receive exceptional attention, care, and personalized service during their stay.
• Address and resolve guest complaints and incidents in a timely and effective manner, coordinating with the Duty Manager when needed and documenting actions in the Log Book.
• Respond promptly to guest needs, ensuring requests are met and problems are solved with a focus on guest satisfaction and experience.
• Handle guest inquiries about hotel services, local attractions, and activities, offering tailored suggestions and assistance.
• Supervise and manage Front Office, Guest Relations, and Reception teams, ensuring a high standard of service is maintained.
• Ensure all team members are properly trained on systems, security protocols, and service standards to maintain smooth operations.
• Actively mentor, coach, and provide feedback to team members, supporting their professional development and improving team performance.
• Monitor and enforce standards of conduct, uniform, hygiene, and appearance to maintain a professional image.
• Ensure that team members have the tools and equipment needed to effectively carry out their job duties.
• Coordinate with other departments to ensure smooth guest service and resolve any issues promptly.
• Oversee shift operations, ensuring front office processes, check-in/check-out procedures, and room assignments are completed efficiently.
• Ensure hotel policies and standards are adhered to across all areas, maintaining consistency in operations and guest experience.
• Review daily reports, including guest billing instructions, credit limits, and the rate variance report to ensure compliance and revenue control.
• Monitor occupancy, room availability, and ensure rooms are prepared on time for arriving guests, coordinating with Housekeeping and Maintenance as necessary.
• Assist with operational checklists, ensuring daily procedures are completed and tasks are managed effectively.
• Monitor and control guest billing, ensuring accurate charges and prompt resolution of any discrepancies.
• Ensure the smooth functioning of the Property Management System (PMS), taking immediate action in the event of any system failures or emergencies.
• Actively participate in upselling and revenue initiatives, promoting hotel facilities, dining outlets, and services to enhance revenue.
• Respond to emergency situations, including system downtimes, and implement recovery procedures effectively.
• Ensure that all team members are fully trained in emergency protocols, including fire safety, evacuation procedures, and first-aid measures.
• Act as a point of contact in any crisis or incident situations, managing operations and guest welfare until resolution.
• Promote inter-hotel sales, including dining, spa, pool, gym, and other in-house services, and encourage guests to take advantage of hotel amenities.
• Collaborate with the Concierge and Airport Concierge team to ensure smooth transportation arrangements for guests, including airport pick-up/drop-off.
• Keep up-to-date with local events and attractions, offering guests suggestions and recommendations as needed.
• Participate in IHG training programs to improve personal skills and development.
• Provide guidance and training for new team members, ensuring they understand hotel policies, procedures, and customer service standards.
• Perform ad-hoc duties as required, stepping in to support the team with unexpected tasks or demands.
• Ensure completion of any necessary administrative work, including the documentation of incidents, guest feedback, and other operational reports.
• Represent the hotel brand with pride and professionalism, maintaining a polished appearance and professional demeanor at all times.
• Be the face of the hotel during shift, ensuring that the team and guests feel supported and valued.
• Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.
  
  

What We Need From You

• Speak local language. English language skill both written and verbal is a plus.
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.
  
  

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.
  
  

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

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.Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Hospitality

Referrals increase your chances of interviewing at IHG Hotels & Resorts by 2x

Get notified about new Front Office Supervisor jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia .

Front Office Manager 1Assistant Guest Relations Manager

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago

Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago

Sentul Garden, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 hours ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago

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• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.
• Monitor and ensure that IHG One Rewards Members, InterContinental Ambassadors , and VIP guests receive exceptional attention, care, and personalized service during their stay.
• Address and resolve guest complaints and incidents in a timely and effective manner, coordinating with the Duty Manager when needed and documenting actions in the Log Book.
• Respond promptly to guest needs , ensuring requests are met and problems are solved with a focus on guest satisfaction and experience.
• Handle guest inquiries about hotel services, local attractions, and activities, offering tailored suggestions and assistance.
• Supervise and manage Front Office , Guest Relations , and Reception teams, ensuring a high standard of service is maintained.
• Ensure all team members are properly trained on systems, security protocols , and service standards to maintain smooth operations.
• Actively mentor, coach, and provide feedback to team members, supporting their professional development and improving team performance.
• Monitor and enforce standards of conduct, uniform, hygiene , and appearance to maintain a professional image.
• Ensure that team members have the tools and equipment needed to effectively carry out their job duties.
• Coordinate with other departments to ensure smooth guest service and resolve any issues promptly.
• Oversee shift operations , ensuring front office processes, check-in/check-out procedures, and room assignments are completed efficiently.
• Ensure hotel policies and standards are adhered to across all areas, maintaining consistency in operations and guest experience.
• Review daily reports , including guest billing instructions, credit limits, and the rate variance report to ensure compliance and revenue control.
• Monitor occupancy, room availability, and ensure rooms are prepared on time for arriving guests, coordinating with Housekeeping and Maintenance as necessary.
• Assist with operational checklists , ensuring daily procedures are completed and tasks are managed effectively.
• Monitor and control guest billing , ensuring accurate charges and prompt resolution of any discrepancies.
• Ensure the smooth functioning of the Property Management System (PMS) , taking immediate action in the event of any system failures or emergencies.
• Actively participate in upselling and revenue initiatives , promoting hotel facilities, dining outlets, and services to enhance revenue.
• Respond to emergency situations , including system downtimes, and implement recovery procedures effectively.
• Ensure that all team members are fully trained in emergency protocols , including fire safety, evacuation procedures, and first-aid measures.
• Act as a point of contact in any crisis or incident situations, managing operations and guest welfare until resolution.
• Promote inter-hotel sales , including dining, spa, pool, gym, and other in-house services, and encourage guests to take advantage of hotel amenities.
• Collaborate with the Concierge and Airport Concierge team to ensure smooth transportation arrangements for guests, including airport pick-up/drop-off.
• Keep up-to-date with local events and attractions , offering guests suggestions and recommendations as needed.
• Participate in IHG training programs to improve personal skills and development.
• Provide guidance and training for new team members, ensuring they understand hotel policies, procedures, and customer service standards.
• Perform ad-hoc duties as required, stepping in to support the team with unexpected tasks or demands.
• Ensure completion of any necessary administrative work , including the documentation of incidents, guest feedback, and other operational reports.
• Represent the hotel brand with pride and professionalism , maintaining a polished appearance and professional demeanor at all times.
• Be the face of the hotel during shift, ensuring that the team and guests feel supported and valued.
• Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.

What We Need From You

• Speak local language. English language skill both written and verbal is a plus.
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness : is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

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.

#J-18808-Ljbffr

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.
• Monitor and ensure that IHG One Rewards Members, InterContinental Ambassadors , and VIP guests receive exceptional attention, care, and personalized service during their stay.
• Address and resolve guest complaints and incidents in a timely and effective manner, coordinating with the Duty Manager when needed and documenting actions in the Log Book.
• Respond promptly to guest needs , ensuring requests are met and problems are solved with a focus on guest satisfaction and experience.
• Handle guest inquiries about hotel services, local attractions, and activities, offering tailored suggestions and assistance.
• Supervise and manage Front Office , Guest Relations , and Reception teams, ensuring a high standard of service is maintained.
• Ensure all team members are properly trained on systems, security protocols , and service standards to maintain smooth operations.
• Actively mentor, coach, and provide feedback to team members, supporting their professional development and improving team performance.
• Monitor and enforce standards of conduct, uniform, hygiene , and appearance to maintain a professional image.
• Ensure that team members have the tools and equipment needed to effectively carry out their job duties.
• Coordinate with other departments to ensure smooth guest service and resolve any issues promptly.
• Oversee shift operations , ensuring front office processes, check-in/check-out procedures, and room assignments are completed efficiently.
• Ensure hotel policies and standards are adhered to across all areas, maintaining consistency in operations and guest experience.
• Review daily reports , including guest billing instructions, credit limits, and the rate variance report to ensure compliance and revenue control.
• Monitor occupancy, room availability, and ensure rooms are prepared on time for arriving guests, coordinating with Housekeeping and Maintenance as necessary.
• Assist with operational checklists , ensuring daily procedures are completed and tasks are managed effectively.
• Monitor and control guest billing , ensuring accurate charges and prompt resolution of any discrepancies.
• Ensure the smooth functioning of the Property Management System (PMS) , taking immediate action in the event of any system failures or emergencies.
• Actively participate in upselling and revenue initiatives , promoting hotel facilities, dining outlets, and services to enhance revenue.
• Respond to emergency situations , including system downtimes, and implement recovery procedures effectively.
• Ensure that all team members are fully trained in emergency protocols , including fire safety, evacuation procedures, and first-aid measures.
• Act as a point of contact in any crisis or incident situations, managing operations and guest welfare until resolution.
• Promote inter-hotel sales , including dining, spa, pool, gym, and other in-house services, and encourage guests to take advantage of hotel amenities.
• Collaborate with the Concierge and Airport Concierge team to ensure smooth transportation arrangements for guests, including airport pick-up/drop-off.
• Keep up-to-date with local events and attractions , offering guests suggestions and recommendations as needed.
• Participate in IHG training programs to improve personal skills and development.
• Provide guidance and training for new team members, ensuring they understand hotel policies, procedures, and customer service standards.
• Perform ad-hoc duties as required, stepping in to support the team with unexpected tasks or demands.
• Ensure completion of any necessary administrative work , including the documentation of incidents, guest feedback, and other operational reports.
• Represent the hotel brand with pride and professionalism , maintaining a polished appearance and professional demeanor at all times.
• Be the face of the hotel during shift, ensuring that the team and guests feel supported and valued.
• Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.

What We Need From You

• Speak local language. English language skill both written and verbal is a plus.
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness : is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

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.

#J-18808-Ljbffr

• 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.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness : is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

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.

#J-18808-Ljbffr

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Assistant, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

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.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.

True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.

True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

How do your skills match this job?

How do your skills match this job? Sign in and update your profile to get insights.

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? How many years' experience do you have as a Front Office Assistant?

What can I earn as a Front Office Assistant

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About the Role

A Front Office Assistant's primary responsibility is tobe the first point of contact for a business, handling various administrative and customer service tasks at the front desk or reception area. You are required to manage appointments, answer phones, greet hotel guest, and provide general administrative support, ensuring a smooth and efficient flow of operations at the front desk.

What You’ll Be Doing

Perform all duties and responsibilities in a prompt, accurate and efficient manner, in accordance with established Hotel and Company policies & procedures.

Sells, upsell, registers and checks in guests with the Front Office Supervisor for assignment of rooms to all incoming guests.

Provides courteous and efficient service and, if possible, to comply with each and every guest request. May require approval from immediate superior.

Checks-in guests according to procedure.

Handle room keys according to the procedure.

Check-out guests according to the procedure.

Prepares and liaises with other departments for special requests.

What We’re Looking For

A minimum 1-2 years Experience in the Hospitality industry.

Strong communication and interpersonal skills with the ability to effectively liaise with guests and team members.

Excellent problem-solving and decision-making abilities to handle complex situations.

Proficient in using hotel management software and technology.

Flexible and adaptable to working in a fast-paced, dynamic environment.

CERT /DIPLOMA in Hotel Management or a related field is preferred.

What We Offer

At Sunway Putra Hotel Kuala Lumpur, we are committed to providing our employees with a rewarding and supportive work environment. Our benefits include a competitive salary, opportunities for career development, access to employee wellness programs, and discounts on hotel stays. We also encourage a healthy work-life balance and offer flexible working arrangements where possible.

About Us

Sunway Putra Hotel Kuala Lumpur is a vibrant 5-star hotel located in the heart of the city’s bustling commercial district. As part of the Sunway Group, we are renowned for our commitment to delivering exceptional guest experiences and creating a positive impact on the communities we serve. Join our dynamic team and be a part of our continued success.

Apply now for this exciting opportunity to become our next Front Office Assistant.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Front Office Assistant? Do you have customer service experience? How many years of hotel management experience do you have?

What can I earn as a Front Office Assistant

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Company Description

Novotel Kuala Lumpur City Centre

Hotel that makes every moment matter

Situated in the Golden Triangle of Kuala Lumpur, the hotel offers a convenient position between the PETRONAS Twin Towers and Bukit Bintang. Within a short stroll of less than five minutes, guests can easily reach the Kuala Lumpur Convention Centre and shopping destinations such as Pavilion Kuala Lumpur and Suria KLCC. With 302 rooms, all of which are smoke-free with various amenities including complimentary WIFI, 24-hour room service, built-in drinking water filtration, and an ergonomic working desk.

Culinary delights await at Food Exchange, where you can indulge in a diverse selection of international and local cuisine at this all-day dining restaurant. For socialising or refreshment, Gourmet Bar offers a range of alcoholic and non-alcoholic drinks. Guests staying on our premier floors or holding Accor Platinum and Diamond memberships enjoy exclusive access to Premier Lounge. Stay active with our outdoor swimming pool and fitness centre. Organise meetings and events in our six versatile ballrooms.

When in Kuala Lumpur, guests can explore a myriad of attractions located close to the hotel, including landmarks like Petronas Twin Towers, Aquaria KLCC, KL Tower, KL Forest Eco Park, Petaling Street (Chinatown), and numerous other captivating sights.

Job Description

1. To deliver the most complete and personalized service as may be required in all areas of Guest Service Operations.
2. To assist hotel guest efficiently, courteously and professionally at all times.
3. Toperform all Guest Service Tasks described under:

• Concierge
• Cashier
• Telephone Operator
  

Qualifications

We are seeking an organized and strategically-minded individual with a passion for customer-focused hospitality. The ideal candidate will have:

• Relevant experience in front office and customer service management.
• Exceptional communication and issue resolution skills.
• Ability to identify areas for improvement in front office operations and standard development.
• Capability to represent the department at meetings.
• Customer service drive with outstanding communication and active listening skills.
• Proven problem-solving and multitasking abilities.
• Excellent leadership skills with the ability to motivate a high-performing team.
• Strong sense of responsibility and professional presentation.
• Fluent English, both written and spoken.

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**Additional Information**
**Job Number** 25113443
**Job Category** Rooms & Guest Services Operations
**Location** The Westin Kuala Lumpur, No 199 Jalan Bukit Bintang, Kuala Lumpur, Wilayah Persekutuan, Malaysia, 55100VIEW ON MAP ( 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 Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand's unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. **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** 25099303
**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** Non-Management
**POSITION SUMMARY**
Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success - creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts - to get it right for our guests and our business each and every time.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
_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.