Job Description

Reports directly to the Front Office Manager (FOM) and is concurrently responsible to the General Manager (GM) on all matters affecting guest services and overall hotel operations. Coordinates, cooperates, and communicates closely with all departments as required; maintains strong working relationships with EXCO members, Department Heads, and the Sales & Marketing Team. Develops and maintains strong relationships with all hotel guests, especially VIPs, regular guests, visitors, and members of the local community. Ensures all guests receive professional and efficient check-in, with accurate registration and correct data entry; monitors GSAs' daily tasks. Ensures all arrangements for VIP Guests are in place prior to their arrival. Welcomes and escorts VIPs to their rooms according to hotel policy. Oversees smooth check-out arrangements and gives personal attention during departure. Assists and supervises Front Office personnel in day-to-day operations, ensuring consistent adherence to standards. Keeps FO personnel informed of all hotel events and conducts regular checks on product and general knowledge. Works closely with FOM, AFOM, GSO, Reservation Executives, and Concierge Supervisor; keeps FOM informed of departmental developments and guest feedback. Handles guest complaints promptly and professionally in the hotel's best interest. Conducts room checks for all arriving VIPs, reporting defects, set-ups, and special requests to relevant departments. Provides Management and Department Heads with incident reports and implements corrective actions to avoid recurrence. Ensures professional and regular briefings and shift handovers. Promotes effective communication within the Front Office and with other departments. Enforces grooming standards among Front Office associates.
Ensures the safety of guests, patrons, and employees during emergencies.

Performs Night Shift duties; responsible for overall hotel operations in the absence of GM, managing staff movements and working closely with Security. Oversees the Night Audit process, highlighting irregularities or discrepancies to the IT Manager. Handles walk-out guests during overbooked situations and updates FOM and DOS on guest feedback. Ensures updated room rates are applied and promotes sister properties where possible. Maintains high-quality service standards for Bellmen, Doormen, and guest service areas; assists in these areas when needed. Coordinates daily functions, VIP movements, and special requests (e.g., lift deployment, red carpets) with Security and Concierge.
Assists Security Manager in investigations as required and supports guest feedback processes.

Coordinates with Security in investigating irregularities and acts as a witness when necessary. Fully responsible for emergency cases in the absence of GM, FOM, and Department Heads; must be knowledgeable of hotel emergency procedures. Understands group arrivals and departures, including all requirements and patterns. Coaches and counsels staff effectively as needed. Authorizes paid-outs, allowances, cash advances, and cheque acceptance according to established procedures. Performs other duties and special projects as assigned by Management.
Job Types: Full-time, Permanent

Pay: RM2,100.00 - RM3,000.00 per month

Benefits:

Professional development
Work Location: In person