Front Office Manager

About the role

We are seeking an experienced Front Office Manager to lead our front office operations at Nexus Resort & Spa Karambunai in Sepanggar, Sabah. This position that plays a vital role in ensuring seamless guest services and operational excellence. As Front Office Manager, you will be the driving force behind our guest reception, transportation and front desk operations, directly impacting guest satisfaction and the overall reputation of our resort. This role requires a strategic mindset combined with exceptional customer service skills, as you will oversee all aspects of front office management and lead a dynamic team to exceed guest expectations.

Key responsibilities

• Oversee all front office operations, including guest check-in, check-out and general reception services to ensure smooth and efficient daily operations
• Manage and supervise front office staff, providing leadership, training, performance management and motivation to maintain high service standards
• Monitor and respond to guest inquiries, requests and complaints promptly and professionally, ensuring guest satisfaction and retention
• Coordinate with housekeeping, maintenance and other departments to resolve guest issues and ensure seamless service delivery
• Manage reservations systems and ensure accurate room inventory, rates and booking information
• Develop and implement front office policies, procedures and best practices to enhance operational efficiency and guest experience
• Prepare financial reports, analyse front office metrics and provide insights to senior management for continuous improvement
• Handle guest relations during peak periods and special events, ensuring exceptional service delivery
• Maintain security protocols and ensure compliance with data protection and privacy regulations
• Conduct regular staff briefings and training sessions to keep the team informed of resort news, policies and service standards

What we're looking for

• Minimum of 5 years' experience in front office management within a resort, hotel or similar hospitality establishment
• Proven track record of successfully managing front office operations and leading diverse teams
• Strong proficiency with hotel management systems and reservation software
• Excellent communication and interpersonal skills with the ability to interact professionally with guests, staff and stakeholders
• Exceptional customer service orientation with a commitment to delivering above-and-beyond guest experiences
• Outstanding organisational and time management abilities to handle multiple priorities effectively
• Problem-solving mindset with the ability to make sound decisions under pressure
• Knowledge of hospitality best practices and current industry trends
• Proficiency in English and Mandarin; additional languages such as Malay are advantageous
• Relevant hospitality qualifications or certifications (e.g., hospitality diploma, hotel management certification) are preferred
• Strong financial acumen and experience managing budgets and revenue optimisation

Apply now

If you are a dynamic hospitality professional with strong front office management experience and a passion for delivering exceptional guest experiences, we invite you to submit your application. Please send your CV, cover letter and references to our Human Resources team at Nexus Resort & Spa Karambunai. Join us in creating memorable experiences for our guests whilst advancing your career in a thriving hospitality destination.