Front Desk Manager

About the role

We are looking for an experienced and service-oriented Front Desk Manager to lead our front desk operations in the heart of Kuala Lumpur City Centre. This is a full-time, shift-based role suited to a hands-on hospitality professional who enjoys leading a team, interacting with guests, and ensuring smooth day-to-day operations in a fast-paced environment similar to serviced apartments or Airbnb-style properties.

As the Front Desk Manager, you will be responsible for overseeing front desk operations, managing guest experiences, supporting and guiding the front desk team, and ensuring that all guest interactions are handled professionally and efficiently.

What you’ll be doing

• Oversee the day-to-day operations of the front desk and ensure smooth and efficient service delivery.

• Lead, supervise, and motivate the front desk team to maintain high standards of guest service and professionalism.

• Ensure efficient and accurate guest check-in and check-out procedures, including handling special requests.

• Handle guest enquiries, feedback, complaints, and service recovery professionally and promptly.

• Monitor reservations, room availability, guest records, and booking systems to ensure accuracy and smooth operations.

• Coordinate with housekeeping, maintenance, property management, and other relevant teams to ensure guest requirements are attended to in a timely manner.

• Ensure proper handling of telephone calls, emails, messages, and other guest communications, with appropriate follow-up.

• Monitor daily front desk activities, including shift handovers, cash or payment matters, key/access management, and operational records where applicable.

• Conduct regular briefings and provide guidance, coaching, and on-the-job training to front desk staff.

• Monitor team attendance, shift coverage, punctuality, and overall work performance.

• Identify operational issues and recommend practical improvements to enhance efficiency and guest satisfaction.

• Ensure the front desk and surrounding guest areas are clean, organised, professional, and presentable at all times.

• Ensure compliance with company policies, operational procedures, and service standards.

• Assist the management team with other operational and administrative duties as required.

What we’re looking for

• Minimum 2–3 years of experience in a front office, guest service, hotel, serviced apartment, or hospitality environment, with supervisory or team-leading experience preferred.
• Strong leadership, communication, and interpersonal skills, with the ability to manage and motivate a front desk team.
• Friendly, professional, and approachable personality with a strong customer-service mindset.
• Excellent problem-solving skills and the ability to handle guest complaints and challenging situations calmly and professionally.
• Strong organisational and multitasking abilities, with good attention to detail.
• Comfortable working in a fast-paced, shift-based environment, including weekends and public holidays.
• Proficient in hotel/property management systems and common computer applications such as Microsoft Office.
• Fluent in English and Bahasa Malaysia. Mandarin speaking is highly preferred to effectively communicate with international guests, particularly those from China and other Mandarin-speaking markets.
• Strong sense of responsibility, initiative, and ownership in managing daily front desk operations.
• Able to work independently while also collaborating effectively with other departments and team members.

About the working environment

This is a hands-on, shift-based management role within a dynamic and guest-focused environment, similar to serviced apartments and short-term accommodation operations.

The Front Desk Manager will play an important role in ensuring that guests receive a smooth and positive experience throughout their stay, while also maintaining efficient front desk operations and supporting the performance of the front desk team.

If you enjoy leading people, solving problems, interacting with guests, and taking ownership of daily operations, this role offers an excellent opportunity to grow within the hospitality and guest-service sector.

What we offer

• Competitive salary with annual performance review.
• Medical and hospitalisation benefits.
• Opportunities for career growth within the hospitality and guest-service sector.
• Supportive and collaborative working environment.
• Prime location in Kuala Lumpur City Centre (KLCC).
• Opportunity to take ownership of front desk operations and develop your leadership and hospitality management skills.