The Sirēya Desaru Coast is looking for a Front Office Manager to join our Front Office Department.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

The Sirēya is a rainforest retreat on Desaru Coast, where jungle meets the sea and Malaysian nature, culture, and connection come alive in a perfect balance of calmness and vibrancy. Experience the enduring legacy of award-winning Kerry Hill Architects, where the spirit of tropical modernism comes to life in The Sirēya Desaru Coast’s final design. Nestled between rainforest and sea, each suite and villa is a study in quiet luxury, thoughtfully framed by nature and attuned to the rhythm of the land.

About the job

It is the role of the Front Office Manager to ensure an efficient and effective day to day Front Office operation. In this role, the FOM will directly supervise the effectiveness of the entire Front Office team. Will be responsible for ensuring the accuracy of Reception works and services as well as maintaining The Sireya Desaru Coast Genuine Hospitality Standards in all aspects of the Front Office operation at all times.

As Front Office Manager, you will be responsible for the following duties:

• 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 Desaru Peace Holdings Club  Guest Recognition Programmes and protocol.
• Meet regularly with the Front Office Supervisors to review the operation of the department to ensure smooth co-ordination 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 Desaru Peace Holdings Club  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.

As Front Office Manager, we expect from you: 

• Bachelor, Hotel Management or similar discipline
• At least 2 years’ management experience in similar role managing a team in 5 star luxury hotel environment
• Speaks English fluently (Bilingual skills would be an added plus)
• Experience in Opera PMS, Microsoft Office
• Good verbal and written communication skills
• Passion for customer care
• Excellent interpersonal and Guest management skills, strong business communication skills
• Ability to work under pressure and react quickly
• Analytical skills. Ability to identify reasonable solutions quickly

Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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