Duty Manager
On-siteSepang, Selangor, Malaysia
Job Summary
Oversee hotel operations during assigned shifts, ensuring seamless coordination across departments and maintaining operational excellence. Act as the primary point of contact for guest inquiries, resolving issues with professionalism while leading and motivating the Front Office team. Monitor safety protocols, enforce compliance procedures, and coordinate seamlessly with Housekeeping, Food & Beverage, and Maintenance to ensure integrated service delivery. Analyze occupancy data and guest satisfaction scores to support business goals, prepare accurate shift reports, and make decisive decisions during operational challenges. Assist with team training, coaching, and professional development. Requires flexibility for a rotating roster including evenings, weekends, and public holidays.
Required Qualifications
- Proven experience in a Duty Manager or Front Office leadership role within a hospitality environment
- Demonstrated passion for delivering exceptional customer service and creating memorable guest experiences
- Strong communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels
- Excellent organizational and time management abilities with strong attention to detail
- Proven problem-solving skills and the ability to remain calm, positive, and solutions-focused during high-pressure situations
- Confidence and capability to make decisions independently and lead a diverse team effectively
- Flexibility to work a rotating roster, including evenings, weekends, and public holidays
- Solid understanding of hotel operations, guest relations management, and multi-departmental coordination
- Knowledge of safety, security, and compliance procedures relevant to hospitality operations
- Ability to work under pressure while maintaining resilience and a customer-focused mindset
Desired Qualifications
- Current or ability to obtain a Manager's Certificate or equivalent hospitality management certification recognized in Malaysia
- Current First Aid Certificate or willingness to obtain one
- Experience with hotel management systems and point-of-sale technology
- Background in crisis management and conflict resolution
- Basic financial acumen and understanding of P&L principles
- Previous experience in a similar role within a mid-to-large scale hotel property
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