全职 Duty Manager 工作, 薪水 up to MYR 3,600, 1975 Avenue & Hotel Johor 公司招聘中 - Ricebowl

Position Overview

The Duty Manager / Guest Services Manager is responsible for overseeing all aspects of guest experience, from arrival to departure, ensuring personalized, seamless, and memorable service. This role supervises the guest services team, including front desk, concierge, bell desk, and lobby operations, while coordinating closely with other departments to deliver service excellence. The Guest Services Manager plays a key role in maintaining brand standards, handling VIP guests, and driving guest satisfaction scores.

Key Responsibilities

Guest Experience & Service Excellence

· Oversee all guest touchpoints, ensuring warm welcomes, smooth check-ins/outs, and personalized experiences.

· Handle VIPs, repeat guests, and special requests, ensuring high levels of satisfaction.

· Address and resolve guest complaints promptly with effective service recovery.

· Monitor guest feedback through surveys, reviews, and direct interactions, and take action to improve service.

Team Leadership & Supervision

· Lead, train, and motivate guest services associates (front desk, concierge, bellmen, lobby ambassadors).

· Develop shift schedules, assign duties, and ensure SOP compliance.

· Conduct regular team briefings and coaching sessions to maintain service standards.

· Foster a guest-centric culture with a strong focus on hospitality excellence.

Operations Management

· Ensure smooth daily operations at the front office, concierge, and lobby.

· Coordinate with Housekeeping, F&B, Reservations, and other departments for guest requests.

· Maintain accurate records of reservations, guest profiles, and billing.

· Assist with upselling and promotion of hotel services, packages, and loyalty programs.

Administration & Reporting

· Prepare daily guest services reports, including occupancy, VIP lists, and service highlights.

· Monitor and control departmental expenses within budget.

· Ensure compliance with safety, security, and brand standards.

· Contribute to performance reviews and recommend training needs.

Qualifications & Requirements

· Diploma/Degree in Hospitality Management or related field.

· 3–5 years of experience in Front Office/Guest Services, with at least 1–2 years in a supervisory role.

· Strong leadership, interpersonal, and communication skills.

· Excellent problem-solving and conflict-resolution abilities.

· Proficiency in hotel PMS (e.g., Opera, Fidelio) and MS Office tools.

· Multilingual skills are an advantage.

· Flexible to work shifts, weekends, and public holidays.

Candidates who are Mandarin-speaking are highly preferred

Key Competencies

· Guest-first mindset with a passion for service excellence.

· Strong organizational and multitasking abilities.

· Professional presence, grooming, and etiquette.

· Ability to remain calm under pressure.

· Team player with leadership potential.

Job Type: Full-time

Pay: RM2,800.00 - RM3,600.00 per month

Work Location: In person