Job Description

Job Summary:

The Front Office Manager is responsible for overseeing the front office operations, including reception, concierge, and butler services. This role ensures seamless guest experiences by combining efficient front office management with personalized, discreet, and anticipatory service. The ideal candidate will lead a team focused on delivering world-class hospitality, managing VIP services, and coordinating bespoke guest experiences.

Key Responsibilities:

Front Office Operations:

Supervise and coordinate all front office activities including reception, concierge, and guest relations. Manage check-in/check-out procedures and ensure accuracy of guest billing. Oversee front desk staff scheduling, training, and performance. Handle guest feedback, complaints, and special requests professionally. Ensure compliance with brand standards and service protocols.

Butler & Personalized Services:

Oversee the butler service team to ensure guests receive personalized attention throughout their stay. Train butlers in etiquette, service excellence, and anticipatory service. Coordinate VIP arrivals and departures, ensuring welcome amenities and personalized services are arranged. Manage guest preferences and maintain guest history for tailored experiences. Collaborate with housekeeping, F&B, and spa teams to deliver seamless guest journeys.

Guest Experience & Service Excellence:

Maintain a consistent presence in the lobby/front office area to personally engage with guests. Lead service recovery efforts and ensure guest satisfaction scores remain high. Implement luxury service initiatives and elevate service culture among all front office and butler team members.

Administration & Reporting:

Monitor front office budgets, labour costs, and department KPIs. Prepare shift reports, occupancy forecasts, and guest feedback summaries. Manage inventory of front office supplies, welcome amenities, and butler service equipment.

Required Skills and Qualifications:

Degree or diploma in Hospitality Management or related field. Minimum 3-5 years of experience in a front office or guest services leadership role, preferably in a 5-star or luxury environment. Experience in butler service, VIP service, or private estate/hotel preferred. Excellent leadership, interpersonal, and communication skills. High attention to detail, discretion, and service etiquette. Fluent in English; additional languages (e.g., French, Arabic, Mandarin) are an asset. Proficiency in PMS systems (e.g., Opera, Fidelio) and Microsoft Office Suite.

Working Conditions:

Requires flexibility to work weekends, evenings, and holidays. Must be impeccably groomed with a polished professional demeanour. Standing and walking for extended periods may be required.
Job Type: Full-time

Pay: RM6,000.00 - RM8,000.00 per month

Work Location: In person