Front Office Manager

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​
Join us and become a Heartist®.

We are seeking an experienced and dynamic Front Office Manager to lead our front office operations in Sepang, Malaysia. In this pivotal role, you will oversee all aspects of front office services, including front desk operations, guest relations, concierge services, and business center functions. As a visionary leader, you will drive operational excellence, foster a culture of exceptional customer service, and mentor a talented team to deliver outstanding guest experiences while maintaining the highest standards of professionalism and efficiency.

• Lead, supervise, and mentor the front office team, fostering professional growth, motivation, and a collaborative work environment that promotes excellence and innovation
• Oversee all front office operations including front desk, guest relations, concierge, bell services, business center, and airport services to ensure seamless service delivery
• Manage guest check-ins, check-outs, and special requests with efficiency and warmth, ensuring every guest receives a personalized and memorable experience
• Address guest feedback, concerns, and complaints with empathy and professionalism, implementing prompt resolutions and follow-up measures to enhance satisfaction and loyalty
• Develop and implement standard operating procedures and quality assurance protocols to ensure strict compliance with hotel policies, brand standards, and operational guidelines
• Conduct regular performance reviews, appraisals, and training sessions for front office staff, providing constructive feedback and supporting career development initiatives
• Manage departmental budgets, monitor expenses, and identify cost-saving opportunities while maintaining service excellence and operational standards
• Optimize staffing levels and scheduling aligned with occupancy rates, seasonal demands, and productivity metrics to ensure efficient resource allocation
• Collaborate with other departments including housekeeping, food and beverage, and management to coordinate integrated guest services and ensure transparent communication
• Analyze operational metrics, guest satisfaction scores, and performance data to identify trends, implement improvements, and drive strategic decision-making
• Manage vendor relationships, negotiate contracts, and oversee service agreements to ensure quality and value
• Respond decisively to operational challenges and crisis situations, demonstrating resilience and maintaining service continuity under pressure

Required Qualifications:

• Bachelor's degree in Hotel Management, Hospitality Management, Tourism, or related field (Diploma with 10+ years of relevant front office experience acceptable)
• Minimum 7-10 years of progressive front office operations experience in a luxury or upscale hotel environment
• Proven supervisory or management experience with demonstrated ability to lead, develop, and motivate team members
• Proficiency in hotel property management systems (PMS) and front office software applications
• Excellent communication and interpersonal skills with ability to interact professionally and collaboratively at all organizational levels
• Strong problem-solving abilities and customer-centric approach to guest relations and complaint resolution
• Fluency in English; proficiency in Malay or local Malaysian languages highly desirable
• Strong organizational and time management skills with ability to multitask effectively in fast-paced environments
• Demonstrated expertise in budget management, financial analysis, and cost control
• Professional presentation and unwavering commitment to high standards of conduct and ethical behavior
• Analytical mindset with ability to interpret operational data and implement data-driven improvements
• Previous experience with Accor hotels or familiarity with Accor brand standards, systems, and operating procedures will be an added advantage.