Front Office Duty Manager

We are seeking an experienced, professional, and customer-focused Duty Manager to join our Front Office team. As the Manager on Duty, you will oversee the hotel's daily operations, ensure exceptional guest service, and lead operational teams to deliver a seamless guest experience.

Job Responsibilities

• Oversee the daily operations of the hotel and ensure smooth coordination between all operational departments.
• Act as the Manager on Duty (MOD), providing leadership and operational support during assigned shifts.
• Deliver exceptional guest service by promptly addressing guest enquiries, feedback, complaints, and special requests.
• Ensure all Front Office procedures, policies, and service standards are consistently followed.
• Monitor room inventory, guest arrivals and departures, VIP guests, and special events to ensure smooth operations.
• Coordinate with Housekeeping, Maintenance, Food & Beverage, Security, and other departments to resolve operational issues efficiently.
• Handle emergency situations, guest incidents, and safety matters professionally and in accordance with hotel procedures.
• Conduct regular inspections of guest rooms, public areas, and hotel facilities to maintain quality and cleanliness standards.
• Prepare operational reports, incident reports, and shift handover reports.
• Supervise, coach, and motivate Front Office associates to maintain high service standards.
• Assist with staff training, performance monitoring, and continuous service improvement initiatives.
• Perform any other duties assigned by the Front Office Manager or Management.

Job Requirements

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Minimum 3–5 years of Front Office experience, with at least 2 years in a supervisory or Duty Manager role, preferably in the hospitality industry.
• Strong knowledge of hotel Front Office operations, guest service standards, and hotel procedures.
• Experience using hotel Property Management Systems (PMS) is preferred.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Able to remain calm, make sound decisions, and resolve issues effectively under pressure.
• Customer-focused with a professional appearance and positive attitude.
• Good command of English and Bahasa Malaysia. Additional language skills are an advantage.
• Willing to work shifts, weekends, public holidays, and rotating schedules.