HOTEL SENIOR FRONT OFFICE EXECUTIVE

Senior Front Office Executive RM2,800 – RM4,000

Reports to: Operations Manager & Director

Employment Type: Full-Time (Shift based)

Work Location: Sepang Kota Warisan

We Value

• Strong discipline
• Excellent attitude and attendance
• Initiative & Proactive mindset
• Results-oriented personality
• Responsible & accountable
• Problem-solving mindset
• Positive & Professional
• Creative and open to change
• Team player, Coordination and Leadership skills
• High Willingness to Improve

Requirements

• Minimum 5 years' budget hotel Front Office experience.
• Senior / supervisory / team manager experience preferred.
• Excellent knowledge of PMS and OTA platforms.
• Excellent communication skills in English & Bahasa Malaysia; Mandarin is an advantage.
• Able to work shifts, weekends and public holidays.

Job Responsibilities

• Lead and manage daily Front Office operations.
• Ensure excellent guest service and smooth check-in/check-out.
• Handle guest enquiries, complaints and service recovery professionally.
• Manage reservations, PMS and OTA platforms.
• Monitor room availability, rates and booking accuracy.
• Coordinate closely with Housekeeping and Maintenance.
• Supervise, coach and guide Front Office team members.
• Ensure SOP, discipline and service standards are consistently followed.
• Identify operational problems and take initiative to solve them.
• Continuously improve systems, service quality and work processes.
• Support upselling, occupancy and hotel revenue improvement.
• Prepare daily reports, cashier reconciliation and operational updates.
• Assist the Operations Manager in hotel operations and projects.
• Take ownership of tasks and ensure results are delivered.

Key Performance Indicators (KPIs)

• Guest Satisfaction Score

• Online Review Ratings (Google, Booking.com, Agoda)

• OTA Response Time

• Reservation & Payments Handling Accuracy

• Check-in & Check-out Efficiency

• Front Office SOP Compliance

• Room Occupancy Support

• Upselling Performance

• Team Leadership & Staff Development

• Problem Resolution Efficiency

• Attendance, Punctuality and Professionalism