DUTY MANAGER

Job Summary

We are seeking a responsible, service-oriented, and proactive Duty Manager to oversee daily hotel operations, ensure guest satisfaction, and maintain service standards across all departments. The successful candidate will act as the Manager on Duty, handling operational matters, resolving guest concerns, and ensuring smooth coordination between departments.

Key Responsibilities

1. Hotel Operations

• Oversee daily hotel operations to ensure smooth and efficient service delivery.
• Act as the Manager on Duty and serve as the main point of contact for operational matters.
• Monitor staff performance, attendance, grooming, and compliance with hotel policies and SOPs.
• Ensure all departments maintain the required hotel standards and service quality.
• Conduct regular operational inspections and follow up on outstanding issues.

2. Guest Relations & Customer Service

• Handle guest complaints, feedback, and special requests professionally.
• Resolve guest issues promptly and implement appropriate service recovery measures.
• Ensure a high level of guest satisfaction throughout the guest journey.
• Assist VIP guests and manage special arrangements when required.

3. Front Office Supervision

• Supervise Front Office operations, including check-in, check-out, reservations, and guest enquiries.
• Ensure accurate guest registration, room allocation, billing, and payment procedures.
• Monitor room status and coordinate with Housekeeping to ensure room readiness.
• Ensure proper shift handovers and accurate reporting of outstanding matters.

4. Interdepartmental Coordination

• Coordinate with Housekeeping, Engineering, Security, Food & Beverage, and other departments to resolve operational issues.
• Follow up on maintenance complaints, room defects, and service requests.
• Ensure effective communication between departments and timely completion of tasks.

5. Staff Management & Administration

• Guide, coach, and supervise operational staff to maintain service standards.
• Assist in staff training, performance monitoring, and operational briefings.
• Prepare daily operational reports, incident reports, and guest complaint records.
• Ensure proper documentation and adherence to hotel policies and procedures.

6. Safety, Security & Compliance

• Ensure compliance with hotel safety, security, hygiene, and emergency procedures.
• Respond appropriately to emergencies, incidents, and unexpected operational situations.
• Report incidents to the appropriate Head of Department or management.
• Maintain confidentiality of guest information and hotel records.

Job Requirements

• Diploma or Degree in Hospitality Management or a related field is an advantage.
• Minimum 2–3 years of experience in hotel operations, preferably in a supervisory or Duty Manager role.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills.
• Good command of English and Bahasa Malaysia.
• Able to handle guest complaints and operational challenges professionally.
• Customer-focused, responsible, and able to work independently.
• Willing to work on shifts, weekends, and public holidays.

Pay: RM2,200.00 - RM3,000.00 per month

Benefits:

• Dental insurance
• Free parking
• Meal provided
• Parental leave

Work Location: In person