Job Description

Purpose

To oversee the smooth running of hotel operations during assigned shift(s), ensuring high standards of service, luxury guest experience, and adherence to brand standards. To act as the senior representative on-duty in the absence of senior management, handling guest issues, operational incidents, and ensuring continuity of service. To coordinate with all hotel departments to maintain a seamless guest journey, while safeguarding hotel assets, reputation and revenue.
Key Responsibilities

Operations & Guest Experience

Be present in the lobby / public areas and front-of-house during shift to co-ordinate guest arrival, departure, check-in/check-out, VIPs and special requests. Ensure the hotel's front-office, guest-services and public-areas maintain the brand standards of cleanliness, presentation, and guest readiness at all times. Respond promptly to guest complaints, incidents or operational disruptions; resolve issues diplomatically and escalate where required. Maintain accurate duty-log, recording incidents, VIP arrivals/departures, unusual events, hand-over notes and shift briefings. Check that guest rooms (especially VIP / arrival rooms) are properly prepared, amenity placement completed, and any special guest requests logged. Liaise with Housekeeping, Engineering, F&B, Security, Reservations and other departments to ensure room readiness and guest service flows smoothly.

Revenue & Financial

Assist with room-availability, room-type allocation, upgrades and best use of inventory in collaboration with Reservations and Front Office. Monitor and ensure accuracy of guest billing, credits, room usage, and front-office statistics (No Shows, House Use, Complimentary, Occupied, etc). Ensure procedures for guest credit, debits, guest account folios follow hotel policy.

Team Leadership & Standards

Supervise Front Office / Guest Services team during shift: allocate tasks, monitor performance, ensure staffing levels, support team in busy periods. Ensure staff comply with grooming/uniform standards, service standards, SOPs, and brand values. Deliver briefings/handover sessions at shift start and end; share updates on hotel operation, guest arrivals, group bookings, VIPs. Coach and mentor staff--especially during busy or challenging periods.

Safety, Security & Compliance

Ensure guest safety and security - respond to emergencies (fire, medical, guest incidents) in line with hotel protocols and local regulations. Monitor public areas for security, hygiene and presentation; coordinate with Security & Engineering for any maintenance or safety issues. Ensure compliance with local statutory requirements (e.g., Malaysian hospitality regulations), hotel policies, brand standards.
Requirements / Qualifications

Education & Experience

Diploma or Bachelor's Degree in Hospitality Management, Hotel Management or a related field preferred. Minimum 2-4 years (or more) of relevant experience in front-office/guest-services operations at a 5-star luxury hotel. For a chain like Sofitel, luxury/higher tier experience is an advantage. Previous experience supervising teams, managing shifts, and handling guest-relations issues.

Skills & Competencies

Excellent guest-service orientation; strong interpersonal and communication skills (English required; Bahasa Malaysia, Mandarin or other languages an advantage). Leadership and decision-making capability under pressure; calm, diplomatic, proactive mindset. Good knowledge of hotel PMS (e.g., Opera), front-office financial/statistical workings, room inventory control. Strong organisational skills, ability to prioritise tasks and manage multiple demands simultaneously. Flexibility to work shifts, including evenings, weekends and public holidays.

Personal Attributes

Professional appearance and grooming at all times. High level of integrity, confidentiality, and hospitality ethics. Friendly, approachable yet authoritative when required. Alignment with Sofitel / Accor "Heartist" values: passion for service, creativity, responsibility.
Job Type: Full-time

Benefits:

Dental insurance Health insurance Meal provided Opportunities for promotion Professional development
Work Location: In person