What Will You Do?
You will be responsible for ensuring the smooth running of Front Office daily operations while leading the team to maintain high standards of service and create exceptional experiences for every guest.
We don’t believe in long winded job descriptions. Everyone here rolls up their sleeves and gets stuck in wherever needed. But here is an idea of how we see the role.
Front Office Leadership & Operations
- You will lead the Front Office team and ensure the department runs smoothly on a daily basis. This means guiding the team, setting clear expectations, and ensuring our service standards are consistently delivered.
- You will monitor room rates, promotions, and operational performance while ensuring the team follows the property’s Standard Operating Procedures and service standards.
- When operational challenges arise, you step in, make decisions, and keep things moving forward.
Managing Profitability
- Operations and numbers go hand in hand.
- You will review operational performance, identify trends, and work closely with the Rooms team to ensure the department is running efficiently while supporting the property’s business strategy.
- This also includes reviewing expenses and ensuring the team operates within budget.
Managing Revenue Goals
- You will monitor Rooms performance against budget and review reports to understand how the department is performing.
- You will support the team in managing occupancy, room rates, wages, and operational costs while ensuring the department runs efficiently.
- Where improvements are needed, you will guide the team and help them stay accountable to targets.
Delivering Exceptional Guest Experience
- Guest experience sits at the heart of everything we do.
- You will lead by example and ensure the team delivers excellent service throughout the guest journey.
- This includes reviewing guest feedback across platforms such as OTAs and TripAdvisor, responding to guest concerns, and identifying ways to continuously improve service standards.
- You will stay visible on the floor, interact with guests regularly, and encourage the team to take pride in the experience we create.
Leading and Developing the Team
- You will play an active role in hiring and developing the Front Office team.
- This includes conducting interviews, guiding team members, and ensuring open communication within the department.
- You will set expectations, provide feedback, and support the development of team members while ensuring company policies and procedures are followed fairly and consistently.
- Most importantly, you will help build a team that takes pride in delivering great hospitality.
Who You Must Be
- You have experience working in a customer focused environment and have stepped into a senior or supervisory role before.
- You execute. When something needs to get done, you make it happen.
- You stay calm under pressure. Operations can get busy and unpredictable, but that does not throw you off.
- You are organised and understand how important structure is in keeping operations running smoothly.
- You are a people centric leader. You know how to guide the team while still inspiring them.
- You genuinely enjoy hospitality and creating great guest experiences.
- You communicate well in English and Malay and are comfortable working with systems such as Opera.
- Most importantly, you understand that great service does not happen by accident. It happens because the team behind it cares.