Job description
Join ALV Group, a dynamic hospitality leader based in George Town, Penang, as a Duty Manager / Assistant Front Office Manager. In this pivotal role, you will oversee daily hotel operations with a strong emphasis on front office excellence and guest experience. You will lead a dedicated team to deliver seamless service, maximize occupancy, and ensure every guest interaction reflects the brand's commitment to quality. This is an ideal opportunity for a customer-focused hospitality professional who thrives in a fast-paced environment and aspires to advance into senior management.
Your responsibilities include coordinating front desk activities, ensuring accurate reservations, check-in/out processes, and revenue integrity. You will monitor service standards, address guest inquiries and complaints with empathy, and collaborate with housekeeping, engineering, and F&B to maintain smooth operations. By analyzing guest feedback and performance metrics, you will identify opportunities to optimize efficiency, reduce wait times, and enhance overall guest satisfaction. Your leadership will drive training, coaching, and performance management for a multi-skilled team, while maintaining compliance with brand standards, safety, and privacy policies.
ALV Group values a proactive communicator who can balance guest needs with organizational priorities. You will report to senior management, participate in daily briefings, and contribute to budget planning and occupancy forecasting. If you possess a hospitality mindset, strong operational acumen, and a passion for elevating guest experiences, we invite you to apply and be part of a growing group that rewards initiative and excellence.
Responsibility
- Oversee daily front office operations for a high-volume hospitality property, ensuring smooth guest flows from check-in to check-out.
- Lead and mentor the front desk team, setting service standards and monitoring performance to achieve guest satisfaction targets.
- Coordinate with Housekeeping, Engineering, and F&B to maintain operational harmony and timely room readiness.
- Manage reservations, occupancy forecasting, room assignments, and revenue integrity to optimize stay profitability.
- Resolve guest issues and complaints with empathy, professionalism, and timely escalation when needed.
- Ensure compliance with brand standards, safety, privacy, and cash handling procedures.
Qualification
- Diploma or Bachelor’s degree in Hospitality, Tourism, or a related field.
- 2+ years of front office supervisory or managerial experience in a hotel environment.
- Strong leadership, communication, and problem-solving skills.
- Proficiency with hotel management software (PMS) and property systems; ability to analyze data and derive insights.
- Fluency in English; Malay language skills are beneficial; willingness to work shifts including evenings, weekends, and holidays.
- Customer-focused mindset with a proven track record of delivering exceptional guest experiences.