Hotel Duty Manager

HIRING INFORMATION Location: Johor Bahru, Johor Department: Front Office Employment Type: Full-Time, On-Site Experience Level: Supervisory / Managerial Monthly Salary: RM3,500–RM4,300 Salary: Negotiable based on experience and suitability Reports To: Front Office Manager JOB SUMMARY The Duty Manager is responsible for overseeing the guest experience from arrival to departure, ensuring professional, personalised, and seamless service. This position supervises Front Office and Guest Services operations, including the front desk, concierge, bell desk, and lobby, while coordinating with other departments to maintain service standards and guest satisfaction. JOB RESPONSIBILITIES Guest Experience and Service Excellence • Oversee guest touchpoints and ensure smooth check-in and check-out experiences. • Manage VIP guests, repeat guests, special requests, and service arrangements. • Address and resolve guest complaints promptly through appropriate service recovery. • Monitor guest feedback, reviews, surveys, and direct interactions. • Take appropriate action to improve guest satisfaction and service standards. Team Leadership and Supervision • Lead, train, coach, and motivate Front Office and Guest Services employees. • Prepare shift schedules, assign duties, and ensure sufficient operational coverage. • Conduct shift briefings and coaching sessions. • Monitor employee performance and compliance with hotel procedures. • Promote a guest-focused and service-oriented working culture. Front Office Operations • Ensure smooth daily operations at the front desk, concierge, bell desk, and lobby. • Coordinate with Housekeeping, Food and Beverage, Reservations, Maintenance, and other departments. • Maintain accurate records of reservations, guest profiles, billing, and special requests. • Support the promotion and upselling of hotel services, packages, and loyalty programmes. • Ensure operational issues are followed up and resolved promptly. Administration and Reporting • Prepare daily reports covering occupancy, VIP guests, incidents, and service highlights. • Monitor departmental expenses and operate within approved budgets. • Ensure compliance with hotel safety, security, operational, and brand standards. • Contribute to employee performance reviews and identify training requirements. Requirements • Diploma or Degree in Hospitality Management, Hotel Management, or a related field. • Three to five years of experience in hotel Front Office or Guest Services. • At least one to two years of experience in a supervisory or team-leadership position. • Chinese-language communication skills are required for work-related guest interactions. • Strong leadership, interpersonal, and communication skills. • Excellent problem-solving, complaint-handling, and conflict-resolution abilities. • Proficient in hotel Property Management Systems such as Opera or Fidelio. • Proficient in Microsoft Office applications. • Strong organisational and multitasking abilities. • Able to remain calm and make sound decisions under pressure. • Able to work rotating shifts, night shifts, weekends, and public holidays. • Professional appearance, grooming, and etiquette. • Applicants must be legally eligible to work in Malaysia. BENEFITS AND ENTITLEMENTS • Duty meal provided • Uniform provided • Night-shift allowance: RM10 when applicable • Medical claim entitlement: RM250, subject to company policy • EPF (KWSP) contributions • SOCSO (PERKESO) contributions • Employment Insurance System (EIS/SIP) contributions