Front Office Manager

Company Description

• Pullman Kuching is centrally located in the Kuching Golden Triangle, enjoying pride of place on Jalan Mathies hill, with panoramic city and river views.
• The first Pullman hotel in this vibrant city, Pullman Kuching features 389 spacious, contemporary rooms and offers easy access to renowned Borneo national parks.
• The hotel is ideal for business guests, offering an abundance of conferencing space, state of the art facilities and technology, plus a range of trendy restaurants and bars, and a high-end spa.

Job Description

• The Front Office Manager is responsible for leading and managing all Front Office operations to ensure exceptional guest experiences, efficient service delivery, and smooth day-to-day operations.
• This role oversees reception, guest services, concierge, bell service, call center, transportation coordination, and duty management while maintaining brand standards, operational excellence, and profitability.
• The Front Office Manager plays a key role in maximizing guest satisfaction, team engagement, and revenue opportunities at Pullman Kuching.

Operational Management

• Lead the daily operations of Front Office, Reception, Concierge, Bell Desk, Call Center, Guest Relations, and related services.
• Ensure smooth check-in, check-out, room allocation, and guest request handling processes.
• Maintain high standards of service in line with Pullman and hotel expectations.
• Monitor room inventory, room status, arrivals, departures, VIP movements, and occupancy forecasts.
• Coordinate closely with Housekeeping, Engineering, Security, Food & Beverage, and Sales teams.
• Ensure all shifts are adequately manned and properly supervised.
• Handle duty management

responsibilities

when required.

Guest Experience & Service Excellence

• Ensure all guests receive warm, professional, and efficient service.
• Resolve guest complaints and service recovery issues promptly and professionally.
• Personally welcome VIPs, long-stay guests, and key accounts when appropriate.
• Drive guest satisfaction scores, online reputation, and loyalty experiences.
• Promote personalized guest engagement and memorable stay experiences.

Revenue & Commercial Performance

• Maximize room revenue through upselling, room category upgrades, and rate integrity.
• Monitor daily pick-up, no-shows, walk-ins, overbooking situations, and room availability.
• Work closely with Revenue Management and Reservations teams to optimize performance.
• Ensure proper cashiering controls, billing accuracy, deposits, and credit procedures.

Team Leadership & People Development

• Lead, coach, motivate, and develop Front Office associates and supervisors.
• Conduct daily briefings, monthly meetings, and regular performance reviews.
• Identify training needs and ensure service standards training is implemented.
• Build a positive, high-performing, and guest-focused team culture.
• Support succession planning and internal talent development.

Administration & Compliance

• Prepare reports on occupancy, arrivals, departures, guest feedback, and operational performance.
• Ensure compliance with hotel policies, SOPs, brand standards, and legal requirements.
• Maintain grooming, appearance, and professional conduct standards within the department.
• Ensure safety, security, and emergency procedures are understood and followed.

Qualifications

Education & Experience

• Diploma / Degree in Hospitality Management, Hotel Management, or related field preferred.
• Minimum 5 years of Front Office experience in an international hotel environment.
• Minimum 2 years in a supervisory or management role.
• Experience with Accor properties is an advantage.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent guest relations and complaint handling ability.
• Strong communication and interpersonal skills.
• Good commercial awareness and revenue mindset.
• Knowledge of PMS systems such as Opera PMS or equivalent.
• Ability to work under pressure in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Fluent in English; additional languages are an advantage.