Front Office Manager

OVERALL SCOPE OF JOB DESRIPTION(For Malaysian Resident Only)Front Office Manager is responsible for all operations of the front desk and guest services, including the concierge and luggage services. He/she is responsible for the management of front office personnel such as staff training and shift scheduling.SPECIFIC DUTIES & PERFORMANCE RESPONSIBILITIESFinancial Responsibilities:Able to effectively interpret financial result in regards to revenues, payroll, costs and expensesTo assist in the preparation of the Annual Operation Budget this will form part of the Hotel Business PlanTo establish and monitor cost and expense control systems and procedures to achieve budget operating resultsAble to take corrective measures and actions to ensure highest possible profitability.Maximizes revenues through pro-active action rather than re-activeOperational Responsibilities:Guest Service:Personally, and frequently verifies that guests in his operation are receiving the best possible service availableSchedules himself / herself to be on the front during peak operation hours, check on standards of services, cleanliness, greeting, assist in the check in of guests, escorts VIP guest to the room and to be easily accessible to all guestsTo be demanding and critical to service standards as well as hygiene standardsTo constantly strive to please all guests that he may come into contact with.Responsible that employees project professionalism and are well trained and provide friendly and efficient serviceEnsure a speedy telephone and message service at all timesMaintains an atmosphere of tranquility at the Front Desk, never giving the impression that there is a problemFront office managers are also required to tend to customer complaints and queries in a pleasant and level-headed mannerInteract with the hotel guests as well as members of the local communityEnsure the regular guests and other VIP’s receive special attention and recognitionInspects frequently for cleanliness and orderliness, the entire lobby and other public areasMaintains appreciate standard s of conduct, dress, hygiene, uniform, appearance and posture of departmental employeesAttends to all guest complaints immediately and initiates corrective actions. It is imperative that all complaints are handled promptly to ensure guest satisfaction and the protection of the hotel interestsActs as security during their absence, with the aim to prevent any incidents. This includes dealing with theft, accidents, break and enter or any other incident that may occur. Detailed incident/accident reports are to be completed at the time and distributed to the General Manager, Resort Manager, Director of Rooms and the Department heads concernDuring periods of high occupancy, concentrates on the reception and the lobby. See to the accommodation and transportation of overflow guests in cases of full occupancyAll function sheets are to be checked, and a note made of visiting dignitary who should be met, co-ordinate with the concierge with regard to traffic flow and other arrangementAt the commencement of shift is to be updated on all in house VIP's, arriving VIP's and eventsEnsure all guest entries full details of any incidents in the Guest Comment Sheet, noting times and names of any person involved. Follows up and follow through on all incidents to ensure everything is doneOpens the Safe Deposit box left locked by guests after checked out or during their stay become dysfunctionalAssists with opening of guest rooms when hotel key card system for guest entrance door is dysfunctionalTo prepare and attend GM’s cocktail party weekly invitation for repeat guests, VIP guests and long stay guestsCarry out other duties and responsibilities that may be assigned by the managementProduct: Verifies constantly that the physical product in all aspects is consistent with the hotel standardsPeriodically inspects rooms to ensure cleanliness and well-maintained rooms. Patrols assigned areas frequently to ensure cleanliness and well-maintained areasEnsures that policies and procedures in regard to staff appearance, hygiene and sanitation are enforcedGeneral:Ensure that corporate, divisional and departmental policies and procedures are adhered to at all levelsLiaise closely with other Departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policiesDelegate authority and responsibilities to direct subordinates without relinquish ultimate responsibility for the operationSuperior supervision, multitasking, decision making and time-management skills are essentialMarketing Responsibilities:To assist in the preparation of the annual, Business Plan for the entire DepartmentFully understands the market needs of house guest and local market, assisting in the development of product lines and services accordinglyConstantly aware of new market trends and activities of competitors, ensures that his operation is always one step ahead of the competitionEntertains regular and potential clients and maintains excellent guest relationsConducts hotel inspections for travel agents and potential guestsEnquiries of any nature from the press should be directed to Sales/Public Relation Manager, Director of Rooms, Resort Manager or the General Manager as it is not within your authority to give any statementThe Hotel requires that the Front Office Manager will not (either during or after employment) without the Hotel's written consent, divulge any information concerning the Hotel or any associated hotels or any of their dealings, transactions or affairs which may come to your knowledge during or in the course of employment with the companyPersonnel and Training Responsibilities: An excellent people manager, showing respect for local customs and culture.To build an effective management team through taking an active interest in the development of subordinates through training and involvement in decision making.Gives his subordinates frequent feedback on their performance and status of development. Conducts annual appraisals conducted in his departmentExercise self-control, patience and is known for his fairness at all timesMaintains an “Open Door” policyProject a positive and motivated attitude among his peers and employees at all timesEnsures that all personnel and training related policiesEnsures that all areas of responsibility are properly staffed, supervised and operating smoothlyTotally committed to training and shows concern about the training his employees receive, a visit training session frequentlyAssist the departmental trainer in their development and monitors their effectiveness in staff trainingTo ensure that all employees are fully conversant with the hotel’s facilities and services. To ensure that all employees schedules are properly established and maintainedAdministrative Responsibilities: To maintain all hotel records and forms as prescribed by established policies and proceduresTo control the preparation of room occupancy forecast on a daily, weekly and monthly basisAble to meet given or agreed deadlinesTo attend all briefings and meetings as requested and necessaryAble to plan long term but at the same time is able to react to sudden chances instantlyPlans pro-active rather the re-activeTo ensure that guest history record is up to date at all timesConducts briefings and meetings as per established policiesComfortable in the use of computer systemsTo advise management and sales of the update reservation status for reference in business solicitationTo ensure that report is ready for Sales Office within ten days of the current monthTo understand and comply with local regulations and legislationTo assume the function of Duty Manager representing management in accordance with the Duty Manager Roster and Duty Manager job descriptionTo assist Front Office Manager to do yearly appraisal for front office associatesAssists with delay charge and outstanding PM accounts follow upsMonitor over booking situations and upgrade guests accordinglyConstantly check with reservation if there is overbooking situation to ensure wash down is done or need to inform DOR, RM or GM or any out of order rooms can be release/postpone accommodating arrival guestIf painting or artwork sold to inform GM secretary to get replacement which is stored by her. To do a memo and email to accounts to do commission paymentBalance cash float at completion of shift. Always honest when dealing with cash at all timesEnsure all guest check in have email address to compile at the end of month and submit the report to IT Manger for guest newsletter email databaseREQUIRED SKILLS Education:College degree preferably specializing in Rooms Division Management or equivalent is required.Experience: Seven years previous experience as Head of Department in Rooms Division (i.e. Front Office) in International Hotel Chain.Skills and Abilities: Requires an in-depth knowledge of rooms division operations. Once engaged, the ability to embrace The Datai culture, core standards, policies, and standard operating procedures.Requires ability to operate computer equipment/tools and related software/system. Requires reading, writing and oral proficiency in the English language.No. of employees supervised:Approximately 50 (Entire Front Office Department).Travel required:Some travel is required for training, conferences and special events.Hours required:Minimum 5 days (45 hours per week). However, additional hours according to business needs are expected.To apply, please send your CV via email to;Director of Human Resources: mazlan.ariffin@dataihotels.comRooms Division Manager: Ismail.Omar@dataihotels.comThe Datai Langkawi) latest by: 31 October 2026