The Duty Manager is responsible for overseeing the daily operations of the hotel during assigned shifts, ensuring the highest standards of guest service, operational efficiency, safety, and security. The Duty Manager acts as the Management Representative on duty and serves as the primary point of contact for guests, employees, and external parties in the absence of senior management.
Key Responsibilities
- Oversee the overall operation of the hotel during assigned shifts to ensure smooth and efficient service delivery.
- Serve as the primary point of contact for guest concerns, complaints, and special requests.
- Handle guest feedback promptly and professionally to ensure guest satisfaction and service recovery.
- Meet and greet VIP guests, long-stay guests, and special guests as required.
- Ensure all guest complaints and incidents are properly documented, investigated, and followed up.
- Promote a positive guest experience by maintaining high service standards throughout the hotel.
- Provide guidance and support to operational teams during the shift.
- Foster teamwork and effective communication among departments.
- Coach and mentor employees on service standards, operational procedures, and guest handling.
- Assist department heads in maintaining discipline and operational standards.
- Ensure employees adhere to hotel policies, procedures, and grooming standards.
- Act as the Incident Commander during emergencies until senior management arrives.
- Ensure compliance with safety, security, fire prevention, and emergency procedures.
- Respond immediately to accidents, injuries, disturbances, fire alarms, security incidents, and other emergencies.
- Coordinate with Security, Engineering, and relevant authorities when required.
- Ensure all incidents are accurately documented and reported.
- Monitor room occupancy, guest arrivals, departures, and daily hotel activities.
- Ensure adherence to hotel financial controls, cash handling procedures, and operational policies.
- Prepare and submit Duty Manager Reports and incident reports on a daily basis.
- Assist in monitoring guest billing issues, disputes, and payment irregularities.
- Support revenue-generating initiatives and operational cost control measures.
- Conduct shift briefings and communicate important operational updates.
- Maintain effective communication with department heads and management regarding operational matters.
- Ensure proper handover between shifts.
- Attend operational meetings and provide updates on guest feedback, incidents, and operational performance.
- Monitor Front Office, Housekeeping, Food \& Beverage, Security, Engineering, and other operational departments to ensure compliance with hotel standards.
- Conduct regular inspections of guest areas, public areas, and back-of-house facilities to ensure cleanliness, safety, and maintenance standards are maintained.
- Ensure all departments are adequately staffed and operating effectively throughout the shift.
- Coordinate and manage operational activities during peak periods, VIP arrivals, group check-ins, conferences, and special events.
Requirements
- Diploma or Degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
- Strong knowledge of hotel operations and guest service standards.
- Excellent problem-solving and decision-making skills.
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage multiple priorities.
- Proficient in hotel property management systems and Microsoft Office applications.
- Good command of English and Bahasa Malaysia.
- Minimum 3–5 years of supervisory or management experience in hotel operations.
- Experience in handling guest relations, hotel operations, and emergency situations.
Job Type: Full-time
Pay: RM3,800.00 - RM4,500.00 per month
Benefits:
- Additional leave
- Health insurance
- Maternity leave
- Meal allowance
- Meal provided
- Professional development
Work Location: In person
Arabic
Chinese
French
Russian
Spanish