DUTY MANAGER (HOTEL)

Responsibilities:

• Assist in managing Front Office operations. Represent the Assistant Front Office Manager after office hours; be present at Reception and Lobby.
• Ensure compliance with policies and instructions.
• Review and identify training needs in Front Office manuals and SOPs.
• Attend and brief associates on special requests and group arrivals.
• Collaborate with management for hotel success and guest satisfaction.
• Prepare monthly duty roster and plan staffing.
• Log incidents and follow up on reception and cashier discrepancies.
• Ensure accuracy of night auditor reports.
• Provide exceptional guest service and feedback.
• Meet and greet VIP and other guests.
• Handle guest and internal complaints efficiently.
• Investigate and resolve guest issues.
• Maximize room revenue and monitor the Upsell program.
• Reduce departmental costs and ensure policy execution.
• Supervise room rates to maximize yield.
• Coordinate with Security for guest safety.
• Maintain Front Office equipment and enforce Key Policies.
• Accountable for the General Master Key.
• Be innovative and comply with all regulations.
• Maintain service standards and motivate associates.
• Conduct departmental training and monitor grooming standards.
• Participate in Employee Engagement Surveys.
• Attend training and meetings.
• Develop guest history program and attend promotional functions.

Knowledge and Experience:

• Certificate/Diploma in related fields.
• 3-4 years of Front Office experience in 4 or 5-star hotels.
• Strong leadership and communication skills.
• Professional guest interaction and confidentiality.
• Having experience working in multiple shift will be an advantage.
• Experienced in handling guest comment and complaints will be an added value and high chances being shortlisted.

Competencies:

• Fluent in English and Bahasa Malaysia.
• Proficient in Microsoft Office and PMS System.
• Prioritize workload and lead by example.
• Well-organized, independent, and firm in decision-making.
• Innovative, problem-solving, and guest-oriented.
• Able to coach and train.

Application Process:

Interested candidates are invited to submit their resumes along with a cover letter outlining their qualifications and experience relevant to this position. Only suitable candidate will be contacted.