Job Summary:
The Duty Manager is responsible for the smooth functioning of the hotel during assigned shifts, overseeing all operational departments to ensure guest satisfaction, safety, and service excellence. As a representative of management on duty, this role acts as the primary point of contact for guest concerns, emergencies, and coordination between departments—especially crucial during the pre-opening phase and initial operations.
Key Responsibilities:
Operational Oversight
- Act as the Manager on Duty, ensuring smooth daily operations during assigned shifts.
- Monitor guest satisfaction levels and resolve complaints or incidents in a timely and professional manner.
- Liaise with all departments (Housekeeping, Engineering, Security, F&B, etc.) to address guest requests, room status issues, or operational concerns.
- Review and follow up on VIP arrivals, special requests, and group movements.
- Conduct regular hotel inspections to ensure cleanliness, safety, and operational readiness.
- Ensure accurate handovers between shifts and maintain proper documentation in duty logs and incident reports.
Emergency Response & Guest Relations
- Take charge during emergency situations in accordance with hotel procedures.
- Provide leadership and direction to team members in handling guest issues and unexpected challenges.
- Support Front Office team with check-in/out activities during peak periods or as needed.
- Promote a positive guest experience through visible presence and proactive service.
Requirements:
- Minimum 3 years of hotel experience, with at least 1 year in a supervisory or duty manager capacity.
- Strong leadership, problem-solving, and decision-making skills.
- Excellent communication and interpersonal abilities, with a guest-first mindset.
- Proficient in PMS and Microsoft Office Suite.
- Well-versed in emergency procedures, guest service recovery, and complaint handling.
- Able to work shifts, including weekends, evenings, and public holidays.
Job Types: Full-time, Permanent
Pay: Up to RM3,500.00 per month
Benefits:
- Health insurance
- Meal provided
- Opportunities for promotion
- Professional development
Work Location: In person
Laporkan kerja