Manager, Front Office 
(13429)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Nestled on the south-eastern shoreline of Malaysia, between lush rainforests and South China Sea, One&Only Desaru Coast is a spectacular tropical retreat spread across 128 acres of unspoiled nature and flanked by a secluded 1.5 kilometre stretch of pristine white sands. The warm Malaysian charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Key Duties and Responsibilities ▪ Ensure that all services offered in the Front Office are always available, and are carried out with the utmost efficiency and courtesy to effectively handle and resolve any guest problems or complaints as per the guidelines established and documented in the Rooms Operations Manual. ▪ Undertake duty management shifts as required, including night shifts, and assume responsibility in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests to effectively handle and resolve any guest issue and maintain operations at the required quality level. ▪ Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out from the Front Office. ▪ Assist the sales team in controlling peak periods, resolving conflicts in bookings, changing dates and facilities for guests/groups to support the satisfaction of client needs according to the standards and processes of the Group. ▪ Plan and implement effective up-selling activities to support the maximum room revenue through effective rate management. ▪ Review expected arrival rooms to ensure that rooms are arranged as per the preference of each guest and amenities placed prior to the guest arrival. ▪ Liaise closely with all relevant Departments with regard to servicing and handling of incoming groups, while meet and welcome regular and VIP guests in accordance with One&Only Guest Recognition Programmes and protocol. ▪ Meet regularly with the Front Office Supervisors to review the operation of the department to ensure smooth coordination and communication ▪ Manage the day to day operations of the Front Office providing guidance, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards and liaise with internal and external parties at the appropriate levels to ensure smooth flow of operations. ▪ Ensure compliance to all relevant Health, Safety and Environment management procedures and controls within a defined area of activity so that One&Only provides world class and luxurious hospitality services to its guests. ▪ Recommend some improvements to the Front Office policy, implement approved departmental policies, processes and procedures, and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled and consistent manner while delivering a quality service to guests and maintaining standards of excellence.

▪ Motivate subordinates and contribute to the identification of opportunities for participating in change initiatives, programmes and projects taking into account best practices, improvement of processes and productivity improvement. ▪ Ensures prompt, courteous and accurate service to all guests, so as to maximize guest satisfaction. ▪ Ensures all special guest requests are met, within moral and ethical norms. ▪ Actively elicits guest preferences and feedback regarding resort services and ensures action is initiated on the same to maximize guest satisfaction. ▪ Ensures all reservations receive their assignment with consideration to special requests to the best of ability. ▪ Ensures an efficient arrival and departure formality for all guests. ▪ Ensures room folios are correctly maintained and payment received as per organizational standards. ▪ Ensures smooth, efficient and timely luggage service operation as per resort’s standards, policies and procedures. ▪ Ensures smooth, efficient and timely buggy service operation. ▪ Handles difficult situations effectively ▪ Monitors and controls quantities, costs and quality of supplies. ▪ Directs the organization of work within the department including the assignments, time schedules and vacations. ▪ Conducts departmental briefings and meetings. ▪ Ensures that team members are rostered according to operational demands. ▪ Ensures daily reports are prepared in an accurate and timely manner. ▪ Works closely with the Reservations team to ensure accuracy of reservation information. ▪ Assists with Reception related responsibilities during times of operational demand ▪ Performs the role of duty manager as and when required and reports all guest concerns, complaints, enquiries via the Daily Logbook. ▪ Maintains professional, close contact with travel agents, guests and competition to earn goodwill and incorporate recommended changes in services and amenities. ▪ Conducts behavioral and vocational training for the subordinates, to enhance skills and develop multi-functionality. ▪ Constantly monitors key performance indicators for the department and takes corrective action ▪ Keeps Housekeeping Manager promptly and fully informed of all problems or unusual matters of significance.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.