Assistant Front Office Manager

Shangri-La Rasa Sayang, Penang

Shangri-La Rasa Sayang, Penang is one of the most luxurious resorts in Asia and the world. As a premier deluxe resort with a proud tradition in providing gracious Malaysian hospitality to the world, we are inviting dynamic individuals to join one of the region's most exclusive holiday gateways.

We are in search of energetic, vibrant and multi skilled individuals who are able to meet the ever-changing challenges and contribute towards the success of the resort. It takes a very special kind of person to work at Shangri-La. Someone with an eye for detail, the skills to perform and a passion to delight.

We are looking for a Assistant Front Office Manager to join our team! 

As a Assistant Front Office Manager, we rely on you to

In this role, you will oversee the entire Front Office operations together with Front Office Manager, providing direction, leadership, and supervision to all Front Office colleagues. You will ensure smooth and efficient daily operations while maintaining the highest standards of guest service and operational excellence.
You will be responsible for ensuring that all matters related to guest recognition, loyalty programs, and guest preferences are properly managed and consistently delivered. This includes maintaining and organizing the Guest History database to ensure accurate and personalized service.

A key focus of this role is to ensure that all guests receive the highest level of service and customer delight across all front-facing areas. You will proactively accommodate guest requests, exceed expectations, and ensure a seamless and memorable guest experience at all times.
You will also support the hotel in achieving its departmental goals and KPIs, driving performance and service excellence within the Front Office team. Additionally, you will ensure that all colleagues are fully aware of and adhere to current policies and procedures in all business-related activities, including compliance with safety and environmental standards where applicable.

■ Key Responsibilities

• 
  
  Oversee Front Office operations and provide leadership to the team
  
  


• 
  
  Ensure guest recognition programs and loyalty initiatives are consistently executed
  
  


• 
  
  Maintain accurate Guest History profiles and perform quality control checks
  
  


• 
  
  Deliver exceptional service and drive customer delight at all touchpoints
  
  


• 
  
  Manage guest requests, feedback, and service recovery in a timely manner
  
  


• 
  
  Uphold and monitor service standards across all Front Office functions
  
  


• 
  
  Support team training, coaching, and performance development
  
  


• 
  
  Drive guest engagement, promotions awareness, and interdepartmental communication
  
  


• 
  
  Ensure compliance with hotel policies, procedures, and safety standards
  
  


• 
  
  Manage administrative duties including reporting, scheduling, budgeting, and process improvements
  
  


• Ensure all colleagues are kept up-to-date with hotel products and services


• Monitor all arrivals and departures from a guest experience perspective


• Responsible for the reception and management of the front office of the hotel, familiar with the functions of the front office service facilities and in good condition. 


• Conducted relevant market plan analysis, formulated departmental work plans and completed work reports.  


• Maintain good guest relations and can handle guest complaints independently and effectively.  

We are looking for someone who:

• Minimum 1 years of experience as an Assistant Front Office Manager in an international luxury hotel


• 
  
  Strong customer-focused mindset with a passion for delivering exceptional guest experiences
  
  


• 
  
  Proven leadership and team-building capabilities
  
  


• 
  
  Highly motivated, enthusiastic, and proactive approach to work
  
  


• 
  
  Flexible and adaptable in a dynamic hotel environment
  
  


• 
  
  Goal-oriented with a strong drive to achieve results
  
  


• 
  
  Positive attitude with a high level of professionalism and commitment
  
  


• 
  
  Ability to take initiative and work independently when required
  
  


• Takes pride in being a hotelier


• Fully understands room operations & front desk operations


• Communicates and writes with fluency in English (as well as the local language)


• Good computer literacy, including familiarity with hotel PMS or related systems


• 
  
  Willingness and ability to work flexible hours as required by operations
  
  


• 
  
  Additional language skills (Desirable)
  
  


• Strong interpersonal skills with confidence and professional maturity


• 
  
  Sense of humor and an approachable personality
  
  


• Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered. 


•  

If you are the right person, what are you waiting for? Click the apply button now!

*Only shortlisted candidates will be notified.

By applying to this position, you have read, understood and agreed to our Data Protection Policy. (if the hyperlink does not navigate you to the policy, please copy this URL and view in web browser: https://www.shangri‐la.com/group/careers/data‐protection)