FRONT DESK MANAGER - HOTEL/RESORT

Key Responsibilities

Staff Leadership: Hire, train, schedule, and evaluate front desk agents to maintain high performance and service standards.

Guest Relations: Greet visitors, resolve complex customer complaints, and ensure inquiries are handled promptly and professionally.

Operational Oversight: Manage check-in/check-out processes, oversee reservations, and ensure front desk protocols are strictly followed.

Cross-Departmental Coordination: Collaborate closely with departments like Housekeeping, Maintenance, and Accounting to provide seamless service.

Administrative Duties: Compile financial reports, process billing, maintain supply inventories, and ensure compliance with security and privacy policies.

Essential Qualifications & Skills

Experience: Proven experience in a supervisory or senior customer service role, preferably within the hospitality industry.

Soft Skills: Excellent problem-solving, conflict resolution, communication, and interpersonal skills.

Technical Skills: Proficiency with property management systems (PMS), reservation software, and standard office applications.

Leadership: Ability to motivate a team, manage stress during peak hours, and lead by example.



Qualifications

Education: A bachelor's degree or diploma in Hospitality Management, Business Administration, or a related field is heavily preferred by major hotels.

Experience: Typically requires 3 to 5 years of experience in front desk or guest services operations, including at least 1-2 years in a supervisory role.

Technical Skills: Advanced proficiency in hotel management software (e.g., Opera) and Microsoft Office is essential.

Language Proficiency: Strong command of spoken and written Mandarin, English and Bahasa Malaysia is required to effectively communicate with our diverse client base and stakeholders.

Soft Skills: Excellent interpersonal, conflict-resolution, and leadership skills are necessary to manage staff and resolve guest complaints smoothly.