Assistant Front Office Manager

About the role

Reporting to the Front Office Manager, we are seeking an Assistant Front Office Manager to join the team at Iconic Marjorie Hotel, a Tribute Portfolio. This is a full-time position based in Bayan Lepas, Penang, where you will play a crucial role in delivering exceptional guest experiences and ensuring the smooth operation of our front office department.

As Assistant Front Office Manager, you will support the strategic management of the front office operations whilst maintaining the highest standards of service excellence. This position is integral to ensuring that every guest interaction reflects our commitment to luxury hospitality and authentic cultural experiences that define our hotel's brand.

Key responsibilities

• Supervising and coordinating front desk staff to ensure professional and efficient service delivery throughout all shifts

• Managing guest check-in and check-out procedures whilst maintaining accuracy in all administrative tasks

• Handling guest inquiries, requests and complaints with empathy and resolution-focused approach

• Overseeing room allocation and maintaining guest records using property management systems

• Assisting in the development and implementation of front office policies and procedures

• Coordinating with housekeeping, maintenance and other departments to ensure seamless guest experiences

• Supporting revenue management initiatives including room rate optimisation and occupancy monitoring

• Training, mentoring and coaching front desk team members to ensure consistent service quality

• Managing front office budget and controlling operational expenses

• Conducting regular briefings and staff meetings to communicate important information and updates

What we're looking for

• Minimum 3-5 years' experience in front office operations within a luxury hotel or similar hospitality environment
• Proven supervisory or team leadership experience with demonstrated ability to motivate and develop staff
• Advanced proficiency with hotel property management systems and relevant computer applications
• Strong knowledge of front office procedures, reservation systems and guest management protocols
• Excellent communication and interpersonal skills with the ability to interact professionally with guests and colleagues at all levels
• Outstanding customer service orientation with a genuine passion for delivering exceptional experiences
• Exceptional organisational and multitasking abilities to manage multiple priorities in a fast-paced environment
• Problem-solving skills and sound judgment to handle guest issues and operational challenges
• Fluency in English; additional languages are highly desirable
• Professional appearance and demeanour befitting a luxury hospitality environment
• Flexibility to work varied shifts including evenings, weekends and public holidays as required
• Relevant hospitality qualifications or certifications (e.g. Front Office Management certification) are advantageous

What we offer

• Competitive salary package commensurate with experience and qualifications

• Comprehensive benefits including health insurance and staff wellness programmes

• Staff training and professional development initiatives to enhance your skills and knowledge

• Employee discounts on room rates and food and beverage facilities

• Collaborative and supportive work environment that values teamwork and excellence

• Opportunities for advancement into senior management positions

• Work-life balance initiatives and staff recognition programmes

About us
Iconic Marjorie Hotel, a Tribute Portfolio, is a prestigious luxury hotel destination that celebrates authentic cultural heritage whilst offering world-class hospitality. Located in the vibrant Bayan Lepas area of Penang, our hotel is committed to delivering memorable experiences that blend contemporary comfort with cultural significance. We pride ourselves on our team's dedication to excellence, our commitment to sustainable practices and our mission to create meaningful connections with our guests. As part of the Tribute Portfolio collection, we uphold the highest standards of service, design and guest satisfaction, making us a sought-after employer in the hospitality industry.

Apply now
If you are passionate about delivering exceptional guest experiences and are ready to make an impact as an Assistant Front Office Manager, we would like to hear from you. Please submit your CV, cover letter and relevant certifications to join our dynamic team at Iconic Marjorie Hotel, a Tribute Portfolio.