Duty Manager

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The Duty Manager holds a critical position within our Front Office, bearing significant responsibilities that directly impact guest satisfaction and operational excellence. Key duties include:

• Serve as the senior representative of the Front Office, managing guest inquiries, grievances, and bespoke arrangements with the utmost professionalism and discretion.
• Oversee and coordinate the efforts of Ambassadors, Supervisors, and Bellmen to ensure impeccable guest service and streamlined check-in/out processes.
• Orchestrate the management of VIPs, group arrivals, and event-related bookings, whilst maintaining rigorous attention to billing accuracy and strict adherence to hotel credit policies.
• Vigilantly monitor and uphold service quality standards, room inventory control, and daily operational coverage to ensure optimal performance.
• Facilitate seamless interdepartmental communication and operations through close collaboration with various departments, Sales & Marketing, and Safety & Security.
• Assume command during emergency situations and oversee the night audit process when circumstances necessitate.
• Implement comprehensive training programmes, provide mentorship, and offer guidance to front office staff, enforcing stringent standards in personal presentation, knowledge base, and guest interactions.
• Strategically promote hotel facilities and identify upselling opportunities to maximise revenue generation.

• Diploma or Degree in Hotel/Hospitality Management or related field from a recognised institution
• Fluency in Bahasa Malaysia and English
• Significant supervisory experience in hotel front desk operations
• Proficiency in Opera and ALL (Accor Live Limitless) loyalty programme
• Strong leadership, interpersonal, and communication skills
• Experience in yield management, room forecasting, and budgeting
• Ability to multitask, work under pressure, and solve practical problems
• Commitment to achieving quality standards for Front Office operations

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