Job Description

Company Description The Pines Melaka is a curiously charming hotel in the heart of Malacca, a UNESCO World Heritage City and major tourist destination in Malaysia. The property offers some of the largest guestrooms in Melaka, many with balconies and impressive sea, river, or city views. Guests can enjoy diverse dining experiences at The Oak Restaurant, featuring a blend of international cuisines and local Malay, Chinese, Indian, and Nyonya specialties, and at Grea8 Multi-Purpose Room with panoramic views. The hotel provides extensive meeting and event spaces, including a convention hall and poolside venue suitable for business events, weddings, and celebrations. Guided by a vision of delivering unique, personalized service, The Pines Melaka aims to create warm, memorable experiences that reflect the charm of Melaka.

Role Description The Assistant Front Office Manager is a full-time, on-site role based at The Pines Melaka in Melaka. This position supports the Front Office Manager in overseeing daily front office & reservations operations, including reception, guest check-in and check-out processes, lobby management, coordination with housekeeping and other departments to ensure smooth guest experiences. The role involves supervising front office team members, assisting with scheduling, training, performance monitoring, and maintaining high standards of customer service and satisfaction. The Assistant Front Office Manager helps handle guest inquiries and complaints, ensures accurate reservations and billing, and supports the implementation of front office policies and procedures. This role also contributes to maintaining a welcoming environment that aligns with the hotel's vision of personalized, warm service.

Qualifications

Candidates should possess strong front office, reservation and customer service skills, with experience in guest-facing hospitality roles.
Candidates should possess skills in customer satisfaction, including handling feedback, resolving issues, and maintaining service quality standards.
Candidates should possess office administration skills, including record keeping, scheduling, and coordination of front office tasks.
Candidates should possess excellent communication skills, both verbal and written, for interacting with guests, colleagues, and management.
Relevant qualifications such as a diploma or degree in Hospitality Management, Business Administration, or a related field are beneficial.
Previous experience in a supervisory or team lead role in a hotel front office environment is an advantage.
Ability to work flexible hours, including weekends and public holidays, and to remain calm and professional in a fast-paced setting.
Proficiency with hotel property management systems (PMS) and basic computer applications is preferred.