About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Four Seasons Hotel and Residences is part of a 65-storey mixed-use tower that will include 242 Four Seasons Private Residences, 27 serviced apartments, a 209-key Four Seasons Hotel and a six- floor of 250,000 square foot luxury retail podium, collectively known as Four Seasons Place Kuala Lumpur. The Hotel introduces several unique dining outlets to the city, including a Cantonese restaurant, lobby and rooftop pool bars, and an all-day dining restaurant with sweeping views of the Petronas Twin Towers. The Hotel will also offer an executive lounge for business travelers, a serene spa, wellness-focused fitness centre and rooftop infinity pool offering panoramic views of Kuala Lumpur’s endless skyline. Lush landscaping around the rooftop pool and terrace will create an urban oasis, echoing the greenery of the KLCC Park below.
Four Seasons Hotel Kuala Lumpur is looking for top talent to join the team.
About Four Seasons Hotel Kuala Lumpur
Four Seasons Hotel and Residences is located in the Golden Triangle neighborhood, Kuala Lumpur’s thriving business and financial district. The Hotel is part of a 65-storey mixed-use tower that will include 242 Four Seasons Private Residences, 27 serviced apartments, a 209-key Four Seasons Hotel and a six- floor of 250,000 square foot luxury retail podium, collectively known as Four Seasons Place Kuala Lumpur.
The latest addition to the city’s dramatic skyline and a vibrant hub for both business and leisure travelers, Four Seasons Hotel Kuala Lumpur will be conveniently located in close proximity to the city’s major attractions, including the Petronas Twin Towers and the Kuala Lumpur City Centre (KLCC). Often referred to as a “city within a city,” the KLCC will offer designer shopping, fine dining, and the best of the city’s electric nightlife. The Hotel will also overlook the KLCC Park and be directly connected to the esplanade, allowing guests to take full advantage of the Park’s 50 acres of green space, including lush gardens, fountains, waterfalls, a wading pool, and jogging track.
An exciting addition to Kuala Lumpur’s culinary scene, the Hotel will introduce several unique dining outlets to the city, including a Cantonese restaurant, lobby and rooftop pool bars, and an all-day dining restaurant with sweeping views of the Petronas Twin Towers.
The Hotel will also offer an executive lounge for business travelers, a serene spa, wellness-focused fitness centre and rooftop infinity pool offering panoramic views of Kuala Lumpur’s endless skyline. Lush landscaping around the rooftop pool and terrace will create an urban oasis, echoing the greenery of the KLCC Park below.
Four Seasons Hotel Kuala Lumpur will offer both international and regional travelers an urban complement to the existing Four Seasons Resort in Malaysia, the award-winning Four Seasons Resort Langkawi.
About Four Seasons
Founded in 1960, Four Seasons continues to define the future of luxury hospitality with extraordinary imagination, unwavering commitment to the highest standards of quality, and the most genuine and customized service. Currently operating 135 hotels and 59 private residences in major city centers and resort destination in the world, Four Seasons consistently ranks among the world’s best hotels and most prestigious brands in reader polls, traveler reviews and industry awards.
Front Office Manager
The Front Office Manager is responsible for overseeing all front office operations to ensure exceptional service and guest satisfaction. This includes managing check-in and check-out processes, accurate billing and cashiering, handling guest enquiries and requests, and resolving issues promptly and professionally. The role requires strong leadership, organisational skills and hospitality expertise to guide the team, maintain operational efficiency, and uphold brand standards. Working closely with other departments, the Front Office Manager ensures a seamless guest experience from arrival to departure while driving continuous improvement and team development.
What You Will Do:
- Lead and collaborate on the entire guest journey from arrival to departure, ensuring every interaction reflects Four Seasons standards of warmth, precision and personalised care. Maintain a visible presence in the lobby during peak periods, personally engaging with all guests and coordinating pre-arrival planning and special requests.
- Monitor guest satisfaction through surveys and feedback platforms, review glitches daily and take ownership of service recovery with empathy and timely resolution. Implement preventive measures to reduce recurring issues and convert insights into continuous improvement actions.
- Recruit, train and mentor team members, fostering a positive culture built on the Four Seasons Golden Rule. Conduct performance evaluations, provide coaching and development plans, and maintain succession strength. Promote team member wellbeing through fair scheduling, recognition and open communication.
- Manage labour planning, including day-to-day scheduling, annual leave planning and overtime control. Monitor labour productivity and costs, ensuring compliance with policies and alignment with business needs and budget targets.
- Oversee daily Front Office operations, including room assignments, billing accuracy, cashier balancing, credit compliance and direct billing processes. Ensure SOPs are current, trained and consistently executed, and act as Manager on Duty during peak periods or in the absence of senior leadership.
- Collaborate closely with Concierge, Guest Services, Guest Experience, Executive Club Lounge, Housekeeping, Reservations, Finance, Engineering, Sales & Marketing and Revenue Management to ensure seamless service delivery and alignment on guest programmes, groups and special events.
- Set clear goals for guest satisfaction, operational efficiency and financial performance. Track KPIs such as Qualtrics scores, LQA audits, Internal Benchmark Standards Audit, guest feedback, glitches, operational gaps, queue times, labour productivity and cashier accuracy. Drive accountability by implementing corrective actions and following up on progress. Uphold and audit Four Seasons service standards and LQA requirements, conducting regular quality checks and training to ensure consistency in luxury service delivery.
- Contribute to strategic initiatives and continuous improvement projects that enhance service quality, streamline processes and improve team performance. Support system rollouts, SOP updates and innovation initiatives that elevate the guest experience and operation flow. Participate actively in P&L reviews, budget planning, CAPEX planning and OPEX forecasting with the Rooms Leadership team, providing operational insights, identifying opportunities and ensuring alignment with financial objectives.
- Ensure effective use of property management systems and related tools for reservations, room assignments, billing, cashiering and reporting. Train team members on system updates and troubleshoot issues in collaboration with IT.
- Ensure strict adherence to health, safety and security protocols under Four Seasons’ Lead with Care programme. Maintain readiness for emergency procedures and train team members on safety standards and crisis response. Support hotel sustainability initiatives, waste reduction and energy-saving practices. Promote responsible operations aligned with Four Seasons for Good commitments.
- Ensure compliance with Four Seasons Ethics & Safety Standards, including Anti-Money Laundering, Credit Card Handling, Ethical Business Behaviour, Harassment, Discrimination & Workplace Violence Awareness, Human Trafficking Awareness, Information Security Awareness, Payment Card Industry Data Security Standards (PCI-DSS), Social Media Awareness and data protection standards and laws. Train team members on confidentiality, secure handling of sensitive data and ethical conduct. Maintain vigilance in protecting guest information, financial transactions and operational integrity, and lead by example in promoting a safe, respectful and compliant workplace
- Collaborate with IT and Global Rooms initiatives regarding digital tools such as the Four Seasons App, Four Seasons Chat, Golden, PMS System KEY and others for guest communication and seamless processes. Drive adoption of mobile check-in, express departure and other tech enhancements to improve guest convenience.
- Support upselling initiatives at check-in and during the stay, ensuring team members are trained to identify opportunities that enhance guest experience and drive incremental revenue.
- Oversee the PABX Department (in-house call centre) team managing all hotel communications, including guest calls, FS Chat responses and internal coordination. Ensure requests are logged accurately, assigned promptly and followed up to completion. Maintain high standards for response times and communication etiquette, train team members on systems and protocols, and monitor performance for efficiency and guest satisfaction. Continuously improve processes for call handling, escalation and integration with digital tools such as Four Seasons Chat and Golden to deliver a seamless guest experience
What You Bring:
- High school diploma or equivalent
- Minimum of 2 years of experience as a Front Office or Assistant Front Office Manager or an equivalent leadership role within Front Office Operations in a luxury hotel or upscale hospitality environment.
- Excellent personal presentation and interpersonal skills.
- Excellent reading, writing, and oral proficiency in English language.
- Must be able to speak, read, and write Bahasa Malaysia.
- Must have the right to work in Malaysia.
What We Offer:
- Competitive salary, wages, and a comprehensive benefits package
- Excellent training and development opportunities
- Complimentary accommodation at other Four Seasons Hotels and Resorts
- Complimentary dry cleaning for employee uniforms
- Complimentary employee meals
Work Type: Full Time
Join Our Team
Join a team that is built on mutual respect, collaboration, creativity and a commitment to the highest quality of service. Four Seasons Hotel Kuala Lumpur provides guests with a haven of serenity and luxury in a bustling city. Four Seasons provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine’s 100 Best Companies to work for since 1998.
What to expect: You will……
Be a champion of the Golden Rule: Do unto others as you would have them do unto you
Be part of a cohesive team with opportunities to learn, grow and develop
Have the opportunity to engage in diverse and challenging work
Derive a sense of pride in work well done
Be recognized for excellence
Visa sponsorship is not available for the role. Due to strict work permit regulations, position is applicable to local candidates or candidates with Malaysian Permanent Resident status holder only. Only successful candidates will be contacted.
