- Kuala Lumpur Federal Territory Malaysia
Kerja Sepenuh Masa, Front Office Manager - Regent Kuala Lumpur (Pre-opening) di IHG Hotels & Resorts Federal Territory - Maukerja
Front Office Manager - Regent Kuala Lumpur (Pre-opening)
IHG Hotels & Resorts
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
YOUR DAY TO DAY
People
People
- Manage day-to-day staffing requirements, plan and assign work, and set performance and development goals for team members, providing mentoring, coaching, and regular feedback
- Train team members in compliance with relevant laws and safety regulations, ensuring the team has the tools and equipment to carry out their roles
- Ensure staff are properly trained on systems, security, cash handling procedures, and service and quality standards
- Ensure the smooth daily operation of the Front of House, with team members clear on their roles and responsibilities
- Plan and implement effective training programmes in coordination with the Training team, recorded according to established standards
- Support the preparation of the annual departmental operating budget and financial plans
- Monitor budget and control labour costs and expenses, with a focus on rate strategy, upselling, and inventory management
- Oversee the night audit function and preparation of daily financial reports
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
- Ensure Front Office teams provide guests with prompt service, professional attention, and personal recognition
- Greet guests upon arrival and make time to interact meaningfully, responding to feedback and complaints to drive continuous improvement
- Conduct routine inspections of the front office and public areas, taking immediate action to correct any deficiencies
- Check billing instructions and guest credit for compliance with hotel credit policy, ensuring all transactions are handled securely
- Train team members on PBX procedures and serve as a central point of contact during emergencies, maintaining relationships with local fire, police, and emergency services
- Perform other duties as assigned; may serve as manager on duty
- Full leadership of the Front Office department, including Reception, Concierge, Regent Experience, Regent Club, and Regent Service Centre
- Consistent delivery of Regent service standards across every guest touchpoint, from check-in to check-out
- Accurate night audit and daily financial reporting
- Effective emergency response and crisis communication as a designated point of contact
- Supervision of front desk agents, reservations, PBX, and porter/shuttle teams, including subordinate supervisors
- To thrive in this role and bring poise and precision to the guest journey, you'll need:
- Bachelor's degree or equivalent in Hotel Management, Business Administration, or a related field
- Minimum 3 years' experience in Front Office or Guest Services, including team leadership experience
- Strong knowledge of front office systems, security, and cash handling procedures
- Excellent guest relations and problem-resolution skills
- Fluent English required; other languages an advantage
Peringatan Penting
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