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Overview of Duties

The Duty Manager is responsible for assisting the Front Office Manager and Senior Management in the day-to-day Front Office operations. This role ensures smooth operations across the Front Desk, Operator, Business Centre, Executive Floor, and overall lobby area.

In the absence of the Front Office Manager or Assistant Front Office Manager, the Duty Manager will take charge of the Front Office operations and act as the main management representative on duty.

Key Responsibilities

Guest Relations

• Act as the Management representative on duty and handle guest concerns professionally.
• Attend to guest complaints, feedback, and requests with tact and diplomacy.
• Ensure guest satisfaction while following hotel policies and procedures.
• Maintain close communication with the Front Office Manager on guest issues and operational matters.
• Monitor lobby activities and ensure smooth guest flow and service standards.
• Maintain an accurate Duty Manager logbook for incidents, guest feedback, and follow-up matters.

Operations & Communication

• Attend daily Front Office briefings and weekly Front Office meetings.
• Share important updates with Front Office team members.
• Conduct Front Office briefings in the absence of the Assistant Front Office Manager.
• Ensure proper communication between all Front Office sections.
• Check section logbooks to ensure all information is properly recorded and updated.

Safety & Security

• Assist Security during safe opening procedures and ensure proper documentation.
• Coordinate emergency procedures in the event of fire or other incidents.
• Report suspicious behaviour, conflicts, or safety concerns immediately to Security.
• Record all incidents accurately in the Duty Manager logbook.

Management & Administration

• Ensure all staff are well groomed and in proper uniform.
• Ensure sufficient staffing and proper deployment in each section.
• Report staff discipline issues to the Front Office Manager or Assistant Front Office Manager.
• Motivate the team and maintain a positive working environment.
• Ensure compliance with hotel rules, regulations, policies, and procedures.
• Perform any other duties assigned by Executive Management, Front Office Manager, or Assistant Front Office Manager.

Training & Development

• Train, guide, and develop Front Office team members.
• Conduct Training Needs Analysis for the department.
• Plan and implement training activities to improve service standards.
• Coach mid-level executives and team members.
• Lead by example by delivering excellent service and professional hospitality.

Requirements

• Diploma or Degree in Hospitality Management or related field.
• Minimum 3 years of working experience in a similar capacity in a 5-star international hotel.
• Excellent communication and guest relation skills.
• Strong leadership and problem-solving skills.
• Good organizational skills with the ability to prioritize tasks.
• Able to work under pressure and meet deadlines.
• Detail-oriented and accurate in work.

Computer Skills

• Opera
• Micros
• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint

Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Meal allowance
• Meal provided
• Parental leave
• Professional development

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Kindly list down 2–3 available dates for interview.

Experience:

• Hospitality: 3 years (Preferred)

Work Location: In person