Assistant Manager, Building
FIVE SENSES Experience Suite Kuala Lumpur Full-time
Education & Experience
- Diploma/Degree in Facilities Management, Building/Property Management, Hospitality Management, or related field.
- Minimum 3–5 years of experience in building or facilities management (experience in hospitality, serviced apartments, Airbnb operations, or hotels is preferred).
- Knowledge of building maintenance, safety regulations, and hospitality service standards.
- Strong leadership and team management skills (housekeeping, maintenance, security, and front desk teams).
- Ability to oversee daily building operations, facilities, and tenant/guest satisfaction.
- Solid understanding of health & safety, fire safety, and statutory compliance for commercial/hospitality properties.
- Vendor and contractor management experience.
- Budgeting and cost-control skills for building maintenance and operations.
- Excellent problem-solving, communication, and customer service skills.
- Proficiency in building management systems, MS Office, or property management software.
- Operations Management (Units + Guest-Facing Areas)
- Oversee daily operations for managed units: check-in/out coordination, housekeeping, unit inspection, maintenance scheduling, and concierge/front desk support (where applicable)
- Plan manpower and schedules to meet check-in time, ensure smooth arrivals/departures, and minimize room blocks/downtime
- Coordinate with building management/security/concierge on matters that impact guest stay (access cards/control, lifts, security incidents, common area disruptions, deliveries)
- Guest Experience & Service Recovery
- Deliver consistent 5-star guest experience across all touchpoints (pre-arrival, during stay, post-checkout)
- Handle complaints/escalations promptly and professionally with clear action plan, timeline, and follow-up
- Monitor guest feedback/reviews and drive improvements to raise ratings and reduce recurring issues
- Quality Assurance, SOP & Standards
- Enforce hotel-level standards for cleanliness, readiness, safety, and presentation for units and relevant guest-facing areas
- Conduct daily/weekly audits using checklist + photo/video proof (readiness, housekeeping quality, defect closure quality)
- Implement and maintain SOPs (check-in/out, cleaning, replenishment, defect reporting, escalation, lost & found)
- Defect, Maintenance & Vendor Management
- Manage defects and repairs end-to-end: assign, follow-up, verify, and close with 100% closure standard and evidence
- Execute preventive maintenance planning for units/critical equipment to reduce breakdowns and downtime
- Manage vendors/contractors: quotation review, workmanship quality, safety compliance, and on-time completion (payment only after verified completion)
- Financial, Cost Control & Performance Reporting
- Control unit-level operating costs (housekeeping, consumables, maintenance, utilities where applicable) within targets
- Validate invoices/claims against actual completion and support budget planning
- Provide daily/weekly ops reporting: issues, closures, downtime, recurring defects, and improvement actions
- Team Leadership & Coordination
- Lead, train, and supervise housekeeping, maintenance support, and concierge/front desk personnel (internal and outsourced)
- Set daily priorities, monitor output quality, and enforce 100% task completion standard
- Compliance, Safety, Risk & Incident Management (Within Our Scope)
- Ensure unit-level compliance and safety practices (hygiene, basic fire safety readiness, electrical/water safety checks)
- Manage incident cases end-to-end: documentation, corrective actions, damage claims, refunds/partial refunds, and chargebacks/disputes with full evidence
- Ensure platform requirement compliance (Airbnb/OTA standards) and house rules enforcement
- Inventory, Asset & System Ownership
- Manage linen/amenities/keys/access cards: par levels, stock control, loss/damage tracking, replacement workflow
- Ensure operational systems are used properly (task tracking, checklists, access system/smart lock process) and kept updated
- Parental Allowance
- Bonus & Allowance
- Unlimited Office Pantry Supply
- Medical Claim
- Car Subsidy
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