Kerja Sepenuh Masa, Assistant Front Office Manager di Renaissance Corporate Services - Maukerja

Job Highlights

• Career Development Opportunities
• Duty Meals and Flexible benefits
• Complimentary Room Nights
• Discounted Room and Dining Rates

Primary Role

Support the Front Office Manager in leading and managing all aspects of Front Office operations to deliver Shangri-La's distinctive hospitality experience. Ensure exceptional guest engagement, operational excellence and service consistency across all guest touchpoints while fostering a high-performing, guest-centric team culture.

The Assistant Front Office Manager is responsible for upholding Shangri-La's service philosophy, driving guest satisfaction, colleague development and operational efficiency, while contributing to the achievement of departmental and hotel objectives.

Key Responsibilities

• Assist the Front Office Manager in overseeing the day-to-day operations of the Front Office, ensuring seamless service delivery and adherence to Shangri-La brand standards.
• Lead by example in creating memorable and personalised guest experiences, demonstrating genuine care, warmth and hospitality in every guest interaction.
• Ensure a smooth and efficient arrival, stay and departure experience for all guests, with particular attention to VIPs, long-stay guests, repeat guests and guests with special requirements.
• Monitor the entire guest journey and proactively identify opportunities to exceed guest expectations and enhance guest loyalty.
• Drive Medallia performance and guest satisfaction results through active review of guest feedback, trend analysis, service recovery initiatives and continuous improvement actions.
• Respond to guest concerns, complaints and service challenges promptly and professionally, ensuring effective resolution and guest delight.
• Ensure guest preferences, profiles and special requests are accurately maintained and communicated to relevant departments to facilitate personalised service.
• Maintain, implement and reinforce Shangri-La service standards, policies, procedures and operational guidelines.
• Supervise, coach, mentor and develop Front Office colleagues through regular feedback, training and performance support to enhance engagement and service excellence.
• Conduct daily briefings, shift handovers and operational reviews to ensure effective communication and alignment across the team.
• Promote a culture of continuous improvement by leveraging guest insights, operational data and colleague feedback to enhance service quality and efficiency.
• Support revenue optimisation initiatives through effective upselling, cross-selling and promotion of the Shangri-La Circle loyalty programme.
• Ensure the accuracy and integrity of Front Office operations, including room allocation, cashiering, billing, guest accounts and system administration.
• Collaborate closely with Housekeeping, Reservations, Concierge, Security, Engineering, Food & Beverage and other departments to deliver a seamless guest experience.
• Assist in workforce planning, scheduling, productivity management and cost control initiatives while maintaining service excellence.
• Support compliance with hotel policies, health and safety requirements, security procedures and regulatory standards.
• Champion the hotel's Environmental, Social and Governance (ESG) commitments and sustainability initiatives within Front Office operations.
• Act as the department leader in the absence of the Front Office Manager, ensuring business continuity and operational effectiveness.
• Participate in hotel projects, task forces and cross-functional initiatives as assigned.
• Perform any other duties as assigned by Management.

Requirements

• Diploma or Degree in Hospitality Management, Hotel Management, Business Administration or a related discipline.
• Minimum 3–5 years of Front Office experience in an international luxury hotel environment, including supervisory or leadership responsibilities.
• Demonstrated passion for hospitality and commitment to delivering exceptional guest experiences in line with Shangri-La's service philosophy.
• Strong guest relations, service recovery and problem-solving skills, with the ability to anticipate guest needs and exceed expectations.
• Proven leadership capabilities with the ability to coach, mentor, develop and inspire a diverse team of colleagues.
• Sound knowledge of Front Office operations, hotel property management systems (PMS), cashiering procedures and guest engagement platforms such as Medallia.
• Strong interpersonal, communication and presentation skills with the ability to build positive relationships with guests, colleagues and stakeholders.
• Commercially minded with a good understanding of revenue enhancement, upselling strategies, productivity management and cost control.
• Ability to analyse guest feedback and operational data to drive continuous improvement and service excellence.
• Strong organisational and decision-making skills, with the ability to remain calm, professional and guest-focused in a dynamic environment.
• High level of integrity, professionalism and attention to detail.
• Familiarity with Shangri-La Circle loyalty programmes and luxury hospitality service standards is an advantage.
• Committed to fostering an inclusive, collaborative and high-performance work culture.
• Flexible to work rotating shifts, weekends and public holidays according to operational requirements.
• Proficient in written and spoken English; additional language capabilities will be an advantage.