DUTY MANAGER

Overview:

The Duty Manager is responsible for overseeing the front office operations, ensuring seamless guest check-ins and check-outs, managing guest relations, and coordinating with other departments to deliver exceptional service. They act as the main point of contact for guests and front office team members, ensuring smooth operations and resolving issues promptly.

Key Responsibilities:

Guest Relations:

• Welcome guests upon arrival and ensure a smooth check-in and check-out process.
• Handle guest inquiries, special requests, and complaints with professionalism and care.
• Ensure VIP guests and special occasions are handled with personalized attention.

Front Desk Management:

• Supervise front office team, night auditor, buggy driver and reservation.
• Ensure accurate billing, reservations, and room allocations.
• Monitor and manage room availability, coordinating with housekeeping for room status updates.

Team Supervision:

• Lead, train, and motivate front office team members.
• Conduct shift briefings to communicate key updates, room statuses, and special requests.
• Assist in scheduling and managing front office staffing levels.

Administrative Duties:

• Prepare detailed shift reports and maintain an updated logbook.
• Oversee cash handling, payment processes, and front office transactions.
• Track and follow up on guest feedback, identifying areas for improvement.

Emergency & Crisis Management:

• Serve as the point of contact during emergencies, ensuring guest and staff safety.
• Follow and enforce safety protocols, assisting in evacuations or emergency situations as required.

Requirement:

• Bachelor's degree in Hospitality Management, or related field. 
• Proven experience as Front Office Supervisor, Duty Manager or similar role, preferably in a luxury resort or hotel.
• Strong leadership and organizational skills.
• Excellent communication and problem-solving abilities.
• Proficiency in hotel management software (e.g., Opera Cloud).
• Proficiency in English & Bahasa Malaysia; knowledge of additional languages (Chinese, French, German) is a plus.
• Flexibility to work shifts, including nights, weekends, and public holidays.
• Hands-on experience and thrive in practical, action-oriented person

Key Competencies:

• Guest service excellence
• Attention to detail and accuracy
• Conflict resolution and decision-making
• Multitasking and time management

Equal Opportunity:

Our resort is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status in accordance with applicable law