Job Description
Are you a hospitality professional with a passion for delivering exceptional guest experiences? ALV Group is seeking a dynamic and experienced Duty Manager / Assistant Manager / Assistant Front Office Manager to join our team in the vibrant heart of George Town, Penang. In this pivotal role, you will oversee daily hotel operations with a strong emphasis on front office functions, ensuring every guest receives a warm welcome and flawless service from check-in to check-out.
You will lead and inspire a dedicated front office team, manage reservations and room assignments, handle guest inquiries and complaints with diplomacy, and coordinate with housekeeping, maintenance, and other departments to maintain the highest standards of cleanliness, comfort, and safety. As a key ambassador of ALV Group, you will also play a vital role in maximizing revenue through effective upselling, occupancy management, and implementing operational procedures that enhance efficiency and guest satisfaction.
We are looking for a proactive leader who thrives in a fast-paced environment, has a keen eye for detail, and possesses excellent communication and problem-solving skills. If you are ready to take the next step in your hospitality career and contribute to a world-class guest experience, we invite you to apply.
Responsibilities
- Oversee the daily operations of the front office, including check-in/check-out, reservations, concierge, and guest relations.
- Manage and mentor front office staff, ensuring adherence to service standards and providing ongoing training and support.
- Handle guest complaints, requests, and feedback with professionalism and empathy, ensuring swift resolution and guest satisfaction.
- Coordinate with housekeeping, maintenance, and other departments to ensure seamless room readiness and facility upkeep.
- Monitor room inventory and occupancy levels, applying yield management techniques to maximize revenue.
- Prepare and review daily reports, shift logs, and performance metrics to identify areas for improvement.
- Ensure compliance with hotel policies, safety regulations, and brand standards at all times.
- Lead by example during peak hours and special events, providing hands-on support to the team as needed.
Qualifications
- Diploma or degree in Hospitality Management, Tourism, or a related field.
- Minimum of 2–3 years of supervisory experience in a hotel front office or similar environment.
- Strong knowledge of hotel property management systems (PMS) and reservation platforms.
- Excellent communication and interpersonal skills, with fluency in English and preferably Bahasa Malaysia or Mandarin.
- Proven ability to handle stressful situations calmly and resolve conflicts effectively.
- Demonstrated leadership and team-building capabilities.
- Flexibility to work shifts, including weekends, public holidays, and overnight hours.
- Details-oriented with strong organizational and time-management skills.