Front Office Manager

Company Description Wyndham Garden i-City Shah Alam is a modern hotel designed for guests traveling for both business and leisure, featuring 214 contemporary rooms across 18 floors. The property offers complimentary WiFi, a fitness center, an on-site restaurant, and multiple meeting rooms to support corporate events and social gatherings. Located just a five-minute walk from the 24-acre i-City Theme Park, guests can easily access attractions such as WaterWorld, SnoWalk, and the City of Digital Lights. All registered guests enjoy free unlimited access to the water park throughout their stay, making the hotel an appealing choice for a balanced stay, work, play experience.

Role Description The Front Office Manager is a full-time, on-site role based at Wyndham Garden i-City Shah Alam in Shah Alam. This role oversees daily front office operations, including managing the reception team, supervising check-in and check-out procedures, and ensuring accurate reservations and room assignments. The Front Office Manager monitors guest satisfaction, resolves escalated issues, and maintains high service standards across all guest touchpoints. Responsibilities include coordinating with other departments, implementing office administration procedures, training and mentoring front office team members, and preparing regular reports on occupancy, revenue, and guest feedback. The role also involves maintaining front office policies, optimizing workflows, and supporting initiatives that enhance the overall guest experience.

Qualifications

• Strong front office and hotel reception skills, with experience overseeing day-to-day lobby and guest-facing operations.
• Demonstrated customer service and customer satisfaction focus, with the ability to handle inquiries, complaints, and special requests professionally.
• Solid office administration skills, including organizing documentation, managing schedules, and maintaining efficient front desk procedures.
• Excellent communication skills, both verbal and written, with the ability to interact confidently with guests, team members, and management.
• Prior supervisory or management experience in hospitality or front office operations is preferred.
• Ability to work flexible hours, including weekends, evenings, and holidays as required by hotel operations.
• Proficiency with hotel property management systems and common office software is an advantage.
• Diploma or degree in Hotel Management, Business Administration, or a related field is preferred, or equivalent relevant experience.