Front Office Manager

Overview

Hilton Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Front Office Manager role at Hilton . The Front Office Manager is responsible for the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role oversees the operation of all Front Desk operations, the Transportation team, Concierge, and the telephone service centre.

With thousands of hotels in over 100 countries and territories, Hilton offers opportunities to delight. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.

What will I be doing?

• Have a positive impact, taking personal responsibility and initiative to resolve issues, clearly communicating with both customers and colleagues.
• Maintain high team focus by showing cooperation and support to colleagues in pursuing team goals.
• Promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Seek verbal feedback from customers and team members at every opportunity.
• Address customer complaints and comments with follow-up and feedback to the Director of Operations.
• Respond to customer requests and queries promptly and effectively while assisting on the floor during peak periods.
• Be proactive toward guests, assisting with reasonable requests and training team members to anticipate needs.
• Have detailed knowledge of Hilton departmental standards and train team members with specific job skills checklists.
• Assess and develop action plans to address shortfalls in standards before they affect customer service.
• Demonstrate positive leadership to inspire the team to meet and exceed standards.
• Prepare rosters and schedules to meet business needs, considering occupancy and events.
• Coordinate with Housekeeping and other departments for smooth operations and follow-up procedures.
• Maintain guest histories and communicate hotel activities through regular meetings and memos.
• Participate in budget development and monitor financial targets; complete regular financial and operating reports as required.
• Forecast costs, review expenses monthly, and implement improvement actions following company control procedures.
• Carry out seasonal inventory of operating equipment and ensure new recruits receive relevant information before commencing employment.
• Plan and conduct departmental orientation and implement standards trainings and assessments.
• Provide regular feedback on performance and develop and implement training plans to meet business needs.
• Carry out annual appraisals and identify individual training needs; introduce product knowledge courses as appropriate.
• Ensure safe and healthy working practices are implemented at all times.

What are we looking for?

A Front Office Manager serving Hilton Brands works on behalf of Guests and Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow :

What will it be like to work for Hilton?

Hilton is a leading global hospitality company spanning the lodging sector from luxury hotels to mid-priced hotels. Hilton is dedicated to providing exceptional guest experiences across its global brands. Our team is at the heart of it all.

Work Locations

DoubleTree by Hilton Hotel Kuala Lumpur

Schedule

Full-time

Brand

DoubleTree by Hilton

Job function

Guest Services, Operations, and Front Office

Industries

Hospitality

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