Job Description Key Responsibilities Guest Experience Leadership Oversee all aspects of the Front Office, including reception, reservations, concierge, and guest services, to ensure a warm and efficient welcome.
Drive excellence in guest experiences by maintaining brand standards and delivering personalized, professional service at all touchpoints.
Actively resolve guest complaints, inquiries, and requests in a timely manner, ensuring high levels of satisfaction and loyalty.
Maintain a strong presence in the lobby to engage with guests, address concerns proactively, and provide leadership to the team.
Operational Excellence Plan, organize, and monitor daily Front Office operations to ensure smooth processes, from check-in to check-out.
Coordinate closely with other departments, such as Housekeeping, Engineering, and Food & Beverage, to provide seamless service to guests.
Implement and maintain effective Front Office policies and procedures to optimize efficiency and adherence to company standards.
Ensure all systems, reports, and logs are accurately maintained for smooth operations and audit purposes.
Team Leadership & Development Lead, motivate, and mentor the Front Office team to deliver excellent service and achieve departmental goals.
Conduct recruitment, onboarding, training, and regular performance reviews to build a high-performing, professional team.
Manage team schedules, ensuring optimal staffing and effective labor cost management.
Foster a positive and collaborative working environment that enhances teamwork and morale.
Financial Management Work closely with the Revenue and Sales teams to maximize room revenue through effective inventory management, upselling initiatives, and occupancy optimization.
Monitor departmental expenses and implement cost-control measures to ensure profitability while maintaining high service standards.
Prepare and analyze reports, including occupancy forecasts, revenue performance, and key Front Office KPIs.
Technology & Compliance Oversee the effective use of hotel systems (PMS) to manage reservations, guest profiles, and billing efficiently.
Ensure compliance with safety, security, and hotel operational standards.
Implement and monitor procedures to safeguard guest data and privacy, in line with company policies.
Qualifications Minimum 5 years of Front Office experience, including 2 years in a managerial role within a 4-star or equivalent hotel.
Strong leadership, organizational, and problem-solving skills with the ability to thrive in a fast-paced environment.
Excellent interpersonal and communication skills to engage with guests, motivate the team, and coordinate with other departments.
Proficiency in hotel systems (PMS), Microsoft Office, and strong understanding of reservation and front office procedures.
Ability to analyze operational reports, drive performance improvements, and optimize revenue strategies.
A guest-focused mindset with the ability to handle complaints and resolve issues professionally and efficiently.
Additional Information Your Team and Working Environment: Join our vibrant team at Mercure Kuala Lumpur Glenmarie, where collaboration and innovation thrive.
Our welcoming property reflects a culture of excellence and hospitality, making every day an exciting and rewarding experience.
Our Commitment to Diversity & Inclusion: We are an inclusive company with a strong ambition to attract, recruit, and promote diverse talent.
At Mercure Kuala Lumpur Glenmarie, we celebrate diversity and are committed to creating an inclusive environment for all employees.