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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Assistant Front Office Manager

Malaysia, Kota Kinabalu · Job Posted June 09, 2026
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Job Description

Responsible for the supervision and management of Front Services to promote quality performance and guest satisfaction. Coordinates and executes luggage handling and delivery processes to meet the needs and requirements of group, meeting and transient guests. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Job Responsibility

  • Responsible for the supervision and management of Front Services to promote quality performance and guest satisfaction
  • Coordinates and executes luggage handling and delivery processes to meet the needs and requirements of group, meeting and transient guests
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
  • Supervises and manages employees and day-to-day operations of the Front Services
  • Understands employee positions well enough to perform duties in employees' absence
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others
  • Encourages and builds mutual trust, respect, and cooperation among team members
  • Establishes and maintains open, collaborative relationships with employees
  • Maintains complete knowledge of property features and services
  • Verifies staff is knowledgeable about rates, packages and promotions available
  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
  • Responsible for Manager On Duty coverage as needed
  • Provides services that are above and beyond for customer satisfaction and retention
  • Responds to and handles guest problems and complaints
  • Sets a positive example for guest relations
  • Empowers employees to provide excellent customer service
  • Observes service behaviors of employees and provides feedback
  • Interacts with customers to obtain feedback
  • Ensures employees understand customer service expectations
  • Emphasizes guest satisfaction during all departmental meetings
  • Supports the developmental needs of others
  • Solicits employee feedback
  • Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources
  • Assists as needed in the interviewing and hiring of employee team members
  • Supports a departmental orientation program
  • Participates in employee progressive discipline procedures
  • Provides information to supervisors, co-workers, and subordinates
  • Analyzes information and evaluating results to choose the best solution and solve problems
  • Informs and/or updates the executives, the peers and the subordinates on relevant information
  • Participates in departmental meetings and continually communicates a clear and consistent message

Requirements

  • High school diploma or GED
  • 4 years experience in the guest services, front desk, housekeeping, or related professional area. 1 year supervisory experience in related area.
  • Bachelor's degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
  • 2 years experience in the guest services, front desk, housekeeping, or related professional area. 1 year supervisory experience in related area.
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