Assistant Director of Front Office (Pre Opening) - Waldorf Astoria

Assistant Director of Front Office (Pre Opening) – Waldorf Astoria

Job Number : HOT0C3AZ

Work Locations

Waldorf Astoria Kuala Lumpur

73, Jalan Raja Chulan, Bukit Bintang

Kuala Lumpur 50200

The Assistant Director of Front Office is responsible for the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This includes the operation of all front desk operations, transportation team, concierge and telephone service centre.

Responsibilities

• Maintain a high customer service focus by prioritising guests at all times.
• Take personal responsibility and initiative to resolve issues, communicating clearly with customers and colleagues.
• Approach tasks with enthusiasm, seeking opportunities to learn new skills and improve performance.
• Respond flexibly and positively to changing requirements, including any tasks requested.
• Show cooperation and support to colleagues to achieve team goals.
• Provide ideas and suggestions to enhance operational and environmental procedures.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers.
• Seek verbal feedback from customers and team members, implementing actions to improve service.
• Handle customer complaints and comments constructively, providing follow‑up to the Front Office Manager.
• Respond promptly to all customer requests and queries, assisting on the floor during peak periods.
• Be available to assist on duty during busy days or special events.
• Maintain a presence in the lobby, setting the example to team members.
• Proactively assist guests with reasonable requests, training team members to anticipate needs.
• Understand and explain Hilton departmental standards, training team members accordingly.
• Assess team performance against standards and conduct regular reviews.
• Develop action plans to address performance gaps and implement improvements.
• Demonstrate positive leadership to inspire team members to exceed standards.
• Prepare rosters and schedules to meet business needs, considering occupancy, events and promotions.
• Coordinate with Housekeeping, Groups and Tours for in‑house catering events, ensuring liaison with group leaders.
• Assign and delegate duties to ensure continuous department operation.
• Understand implications of other departments on the Front Office.
• Plan ahead, ensuring adequate resources are available.
• Coordinate with Housekeeping for cleaning follow‑ups and maintenance of procedures.
• Ensure shift handovers and briefings are conducted.
• Maintain technical knowledge and skills required for the role.
• Keep guest histories to assist returning guests.
• Establish effective communication with Housekeeping and other departments.
• Participate in regular operational and hotel meetings.
• Coordinate with Purchasing for sponsorship, marketing and pricing support.
• Maximise room revenue and profit through commercial room management.
• Make day‑to‑day overbooking decisions and monitor future overbooking levels with the Revenue Manager.
• Communicate hotel goals to the team and ensure everyone understands their role in achieving them.
• Ensure the daily operation is managed by Guest Service Managers and Supervisors accountable for profitability and service standards.
• Set departmental objectives and monitor performance.
• Represent team needs to hotel leadership.
• Encourage cooperative teamwork across departments.
• Communicate departmental, hotel and company activities through meetings and memos.
• Be aware of business highs and lows.
• Create and implement sales promotions and team incentives.
• Assist Marketing and Communications with event brochures and the annual marketing plan.
• Identify and act on potential sales leads.
• Participate in annual budget development and financial planning.
• Use financial metrics to evaluate performance and plan future actions.
• Analyse payroll and ONQ data to support decision‑making.
• Prepare regular financial and operating reports, forecasting potential costs.
• Review expenses monthly and implement improvement actions.
• Control costs while maintaining standards.
• Communicate financial information to the team.
• Explain variance against plan.
• Set up and maintain leave plans, monitor overtime.
• Conduct seasonal inventory of operating equipment.
• Determine staffing requirements.
• Conduct selection interviews and make recruitment decisions.
• Provide new recruits with relevant information before employment.
• Plan and deliver orientation, training and assessments.
• Review performance regularly and give feedback.
• Develop and implement department training plans.
• Coordinate training programs with the Training Manager.
• Evaluate training activities annually.
• Conduct annual appraisals and identify individual training needs.
• Offer product knowledge courses.
• Communicate Health & Safety responsibilities and regulations.
• Provide relevant health and safety training.
• Implement safe and healthy working practices.
• Participate in community public relations.

Qualifications

About Hilton

Hilton is the leading global hospitality company, offering a range of full‑service hotels, resorts, and extended‑stay suites. The brand is committed to delivering exceptional guest experiences worldwide.

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