Front Office Manager - Regent Kuala Lumpur (Pre-opening)

YOUR DAY TO DAY  

People

• Manage day-to-day staffing requirements, plan and assign work, and set performance and development goals for team members, providing mentoring, coaching, and regular feedback
• Train team members in compliance with relevant laws and safety regulations, ensuring the team has the tools and equipment to carry out their roles
• Ensure staff are properly trained on systems, security, cash handling procedures, and service and quality standards
• Ensure the smooth daily operation of the Front of House, with team members clear on their roles and responsibilities
• Plan and implement effective training programmes in coordination with the Training team, recorded according to established standards

Financial

• Support the preparation of the annual departmental operating budget and financial plans
• Monitor budget and control labour costs and expenses, with a focus on rate strategy, upselling, and inventory management
• Oversee the night audit function and preparation of daily financial reports
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Guest Experience

• Ensure Front Office teams provide guests with prompt service, professional attention, and personal recognition
• Greet guests upon arrival and make time to interact meaningfully, responding to feedback and complaints to drive continuous improvement
• Conduct routine inspections of the front office and public areas, taking immediate action to correct any deficiencies

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy, ensuring all transactions are handled securely
• Train team members on PBX procedures and serve as a central point of contact during emergencies, maintaining relationships with local fire, police, and emergency services
• Perform other duties as assigned; may serve as manager on duty

Accountabilities

• Full leadership of the Front Office department, including Reception, Concierge, Regent Experience, Regent Club, and Regent Service Centre
• Consistent delivery of Regent service standards across every guest touchpoint, from check-in to check-out
• Accurate night audit and daily financial reporting
• Effective emergency response and crisis communication as a designated point of contact
• Supervision of front desk agents, reservations, PBX, and porter/shuttle teams, including subordinate supervisors
   

WHAT WE NEED FROM YOU  

• To thrive in this role and bring poise and precision to the guest journey, you'll need:
• Bachelor's degree or equivalent in Hotel Management, Business Administration, or a related field
• Minimum 3 years' experience in Front Office or Guest Services, including team leadership experience
• Strong knowledge of front office systems, security, and cash handling procedures
• Excellent guest relations and problem-resolution skills
• Fluent English required; other languages an advantage