Front Office Manager Job at Four Seasons (Kuala Lumpur)

Job Description

The Front Office Manager is responsible for overseeing all front office operations to ensure exceptional service and guest satisfaction. This includes managing check-in and check-out processes, accurate billing and cashiering, handling guest enquiries and requests, and resolving issues promptly and professionally. The role requires strong leadership, organisational skills and hospitality expertise to guide the team, maintain operational efficiency, and uphold brand standards. Working closely with other departments, the Front Office Manager ensures a seamless guest experience from arrival to departure while driving continuous improvement and team development.

Job Responsibility

Lead and collaborate on the entire guest journey from arrival to departure, ensuring every interaction reflects Four Seasons standards of warmth, precision and personalised care
Maintain a visible presence in the lobby during peak periods, personally engaging with all guests and coordinating pre-arrival planning and special requests
Monitor guest satisfaction through surveys and feedback platforms, review glitches daily and take ownership of service recovery with empathy and timely resolution
Implement preventive measures to reduce recurring issues and convert insights into continuous improvement actions
Recruit, train and mentor team members, fostering a positive culture built on the Four Seasons Golden Rule
Conduct performance evaluations, provide coaching and development plans, and maintain succession strength
Promote team member wellbeing through fair scheduling, recognition and open communication
Manage labour planning, including day-to-day scheduling, annual leave planning and overtime control
Monitor labour productivity and costs, ensuring compliance with policies and alignment with business needs and budget targets
Oversee daily Front Office operations, including room assignments, billing accuracy, cashier balancing, credit compliance and direct billing processes
Ensure SOPs are current, trained and consistently executed, and act as Manager on Duty during peak periods or in the absence of senior leadership
Collaborate closely with Concierge, Guest Services, Guest Experience, Executive Club Lounge, Housekeeping, Reservations, Finance, Engineering, Sales & Marketing and Revenue Management to ensure seamless service delivery and alignment on guest programmes, groups and special events
Set clear goals for guest satisfaction, operational efficiency and financial performance
Track KPIs such as Qualtrics scores, LQA audits, Internal Benchmark Standards Audit, guest feedback, glitches, operational gaps, queue times, labour productivity and cashier accuracy
Drive accountability by implementing corrective actions and following up on progress
Uphold and audit Four Seasons service standards and LQA requirements, conducting regular quality checks and training to ensure consistency in luxury service delivery
Contribute to strategic initiatives and continuous improvement projects that enhance service quality, streamline processes and improve team performance
Support system rollouts, SOP updates and innovation initiatives that elevate the guest experience and operation flow
Participate actively in P&L reviews, budget planning, CAPEX planning and OPEX forecasting with the Rooms Leadership team, providing operational insights, identifying opportunities and ensuring alignment with financial objectives
Ensure effective use of property management systems and related tools for reservations, room assignments, billing, cashiering and reporting
Train team members on system updates and troubleshoot issues in collaboration with IT
Ensure strict adherence to health, safety and security protocols under Four Seasons’ Lead with Care programme
Maintain readiness for emergency procedures and train team members on safety standards and crisis response
Support hotel sustainability initiatives, waste reduction and energy-saving practices
Promote responsible operations aligned with Four Seasons for Good commitments
Ensure compliance with Four Seasons Ethics & Safety Standards, including Anti-Money Laundering, Credit Card Handling, Ethical Business Behaviour, Harassment, Discrimination & Workplace Violence Awareness, Human Trafficking Awareness, Information Security Awareness, Payment Card Industry Data Security Standards (PCI-DSS), Social Media Awareness and data protection standards and laws
Train team members on confidentiality, secure handling of sensitive data and ethical conduct
Maintain vigilance in protecting guest information, financial transactions and operational integrity, and lead by example in promoting a safe, respectful and compliant workplace
Collaborate with IT and Global Rooms initiatives regarding digital tools such as the Four Seasons App, Four Seasons Chat, Golden, PMS System KEY and others for guest communication and seamless processes
Drive adoption of mobile check-in, express departure and other tech enhancements to improve guest convenience
Support upselling initiatives at check-in and during the stay, ensuring team members are trained to identify opportunities that enhance guest experience and drive incremental revenue
Oversee the PABX Department (in-house call centre) team managing all hotel communications, including guest calls, FS Chat responses and internal coordination
Ensure requests are logged accurately, assigned promptly and followed up to completion
Maintain high standards for response times and communication etiquette, train team members on systems and protocols, and monitor performance for efficiency and guest satisfaction
Continuously improve processes for call handling, escalation and integration with digital tools such as Four Seasons Chat and Golden to deliver a seamless guest experience

Requirements

High school diploma or equivalent
Minimum of 2 years of experience as a Front Office or Assistant Front Office Manager or an equivalent leadership role within Front Office Operations in a luxury hotel or upscale hospitality environment
Excellent personal presentation and interpersonal skills
Excellent reading, writing, and oral proficiency in English language
Must be able to speak, read, and write Bahasa Malaysia
Must have the right to work in Malaysia

What we offer

Competitive salary, wages, and a comprehensive benefits package
Excellent training and development opportunities
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary dry cleaning for employee uniforms
Complimentary employee meals

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