Guest Experience Manager – Front Office (Duty Manager)

About the role

We are seeking an experienced, professional, and guest-focused Guest Experience Manager to oversee hotel operations during assigned shifts and ensure an exceptional guest experience. The successful candidate will provide leadership to the Front Office team, handle escalated guest concerns, coordinate with relevant departments, and ensure smooth daily operations in accordance with hotel policies and service standards.

Key responsibilities

• Oversee daily hotel operations during assigned shifts, ensuring smooth and efficient service delivery.

• Lead, guide, and support the Front Office team in maintaining high standards of guest service and operational performance.

• Welcome VIPs and important guests, ensuring personalised service and appropriate arrangements.

• Handle guest complaints, service recovery, and operational issues promptly and professionally.

• Act as the manager on duty and make appropriate decisions to resolve guest concerns and operational challenges.

• Monitor guest satisfaction and follow up on feedback to ensure timely resolution.

• Coordinate with Housekeeping, Engineering, Security, Food & Beverage, and other departments to address operational matters.

• Oversee check-in and check-out operations, room allocation, billing issues, and special guest requests when necessary.

• Ensure compliance with hotel policies, standard operating procedures, safety regulations, and brand service standards.

• Monitor room availability, occupancy, arrivals, departures, and other Front Office operational matters.

Requirements:

• Minimum Diploma in Hospitality Management, Hotel Management, or a related field.

• Previous experience in Front Office operations, preferably in a supervisory or managerial role.

• Strong leadership, communication, and interpersonal skills.

• Excellent guest service skills with the ability to handle guest complaints and resolve issues professionally.

• Good knowledge of front office operations, hotel procedures, and guest service standards.

• Able to coordinate with different departments to ensure smooth daily hotel operations.

• Good problem-solving, decision-making, and conflict-resolution skills.

• Proficient in English and Bahasa Malaysia. Knowledge of Mandarin or other languages is an advantage.

• Able to work on shifts, weekends, and public holidays.

• Malaysian citizens only.

Iconic Hotel Penang, 71, Jalan Icon City, Icon City, 14000 Bukit Mertajam, Penang