Front Office Manager

Grand Mercure Kuala Lumpur Bukit Bintang

Grand Mercure Kuala Lumpur Bukit Bintang is a premium five-star hotel located at 117 Jalan Pudu, ideally positioned between the vibrant energy of Bukit Bintang and the cultural charm of Chinatown. Just a short walk from Bukit Bintang MRT and within easy reach of Pavilion Kuala Lumpur, the hotel offers a convenient base for both business and leisure travellers exploring the city.

Featuring 325 guestrooms across 15 floors, the hotel offers a range of Superior, Deluxe, Executive, Family Rooms and Junior Suites, thoughtfully designed with contemporary comfort and touches inspired by Malaysian culture. Guests can also enjoy an outdoor swimming pool, children's pool, fitness facilities, high-speed Wi-Fi and convenient parking.

For dining, Agarwood offers a vibrant selection of local and international flavours, including seasonal specials, live cooking stations and themed buffets, while Songket Lounge provides a stylish setting for coffee, refreshments, drinks and social gatherings.

For meetings, celebrations and weddings, the hotel features 10 meeting and event spaces, including a pillarless Grand Ballroom with high ceilings and capacity for up to 400 guests or 350 banquet guests. With versatile event spaces, dedicated catering and a location close to the city's key attractions, Grand Mercure Kuala Lumpur Bukit Bintang brings together Proudly Local hospitality, contemporary elegance and authentic Malaysian experiences for every stay and occasion.

Front Office Operation

• Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
• Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
• Liaise with Finance Department to ensure that credit procedures are properly carried out
• Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
• Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling
• Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management

Knowledge and Experience

• Minimum 5 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint. Opera Cloud

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder