Front Office Duty Manager

2 weeks ago

Kuala Lumpur, Malaysia Marriott International, Inc Full time

**Job Number** 24041388

**Job Category** Rooms & Guest Services Operations

**Location** The St. Regis Kuala Lumpur, No 6 Jalan Stesen Sentral 2, Kuala Lumpur, Wilayah Persekutuan, Malaysia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supports all day-to-day operations.
- Understands employee positions well enough to perform duties in employees' absence.
- Coaches, counsels, and encourages employees.
- Handles employee questions and concerns.
- Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
- Guides daily Front Desk shift operations.
- Communicates performance expectations to employees in accordance with job descriptions for each position.

**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
- Strives to improve service performance.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and property occupancy.
- Understands the impact of Front Desk operations on the overall property financial goals and objectives.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service within guidelines.
- Handles guest problems and complaints seeking assistance from supervisor as necessary.
- Interacts with guests to obtain feedback on product quality and service levels.

**Managing Projects and Policies**
- Implementing the customer recognition/service program, communicating and ensuring the process.
- Assists in the review of comment cards and guest satisfaction results with employees.
- Ensures employees have the proper supplies and uniforms.
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

**Supporting Handling of Human Resource Activities**
- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Provides feedback to individuals based on observation of service behaviors.
- Participates in an ongoing employee recognition program.
- Conducts training when appropriate.
- Participates in the employee performance appraisal process.

**Additional Responsibilities**
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updating the executives, the peers, and the subordinates on relevant information in a timely manner.
- Performs all duties at the Front Desk as necessary.
- Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
- Complies with loss prevention policies and procedures.
-

  • Front Office Duty Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Dorsett Hartamas, Kuala Lumpur Full time

    Duty Manager is responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times. - Checks on registration cards of arriving guests and ensures all information are properly filled at e-registration system. - Prepares and...

  • Duty Manager

    3 weeks ago

    Kuala Lumpur, Malaysia Travelodge Chinatown Kuala Lumpur Full time

    Responsibilities: - To direct and supervise all activities within Hotel to ensure guest satisfactions delivered. - To maintain cleanliness in lobby and Front Office department throughout the shift particularly during shift change and commencement of morning operations. - To handle all guest complaints with tack and diplomacy at all times. - Liaise with...

  • Duty Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Wyndham Grand Bangsar Kuala Lumpur Full time

    Minimum experience required : 3 to 5 years Education level : Bachelor / Licence Areas of study : Hospitality Management Languages essential : English Optional languages : Malay KEY TASKS - Reporting directly to the Front Office Manager, the Duty Manager is responsible for assisting Senior Management in the overall day to day operations. - During their duty...

  • Duty Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

    **Position**: DUTY MANAGER (Full time #536034) **Property / Office**: Mandarin Oriental, Kuala Lumpur **Location**: Kuala Lumpur, Malaysia **DUTY MANAGER** **Summary** Duty Manager will report to the Front Office Manager and forms part of the Front Office leadership team who collectively delivers exceptional guest experiences. The primary...

  • Duty Manager

    4 weeks ago

    Kuala Lumpur, Malaysia The Pearl Kuala Lumpur Full time

    Job description - Be consistently familiar with every type of accommodation and services in the Hotel. Enhancement programmed on rooms inspection through each of the various type of rooms to be coordinated objectively, to be able to fully describe any room to potential guest. - Maintain a high standard of customer relation/ customer service within Front...

  • Front Office Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Job Number** 23208148 **Job Category** Rooms & Guest Services Operations **Location** Renaissance Kuala Lumpur Hotel & Convention Centre, Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB...

  • Front Office Manager

    3 days ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Job Number** 24083919 **Job Category** Rooms & Guest Services Operations **Location** Four Points by Sheraton Kuala Lumpur Chinatown, No 2, Jalan Balai Polis, Kuala Lumpur, Wilayah Persekutuan, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Responsible for all front...

  • Front Office Manager

    6 days ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Additional Information** (Malaysian Only) **Job Number** 24082601 **Job Category** Rooms & Guest Services Operations **Location** Element Kuala Lumpur, Ilham Tower, 8 Jalan Binjai, Kuala Lumpur, Wilayah Persekutuan, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB...

  • Front Office Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Job Number** 24049371 **Job Category** Rooms & Guest Services Operations **Location** Courtyard by Marriott Kuala Lumpur South, 137, Jalan Puchong, Kuala Lumpur, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Responsible for all front office functions and...

  • Front Office Manager

    2 weeks ago

    Kuala Lumpur, Malaysia WYNDHAM GRAND BANGSAR KUALA LUMPUR Full time

    **Job Purpose** This position is responsible for the supervision and management of the overall Front Office operations by ensuring that all sections of Front Office’s service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard. **Reporting Lines Key Interactions** **Internally** - Catering Sales - Engineering -...

  • Duty Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Hotel Grand Continental Kuala Lumpur Full time

    Be consistently familiar with every type of accommodation and service in the Hotel, enhancement programmed on rooms inspection through each of the various types of rooms to be coordinated objectively, to be able to fully describe any room to potential guest. - Maintain a high standard of customer relations/ customer service within the Hotel Front Office. -...

  • Hotel Duty Manager

    4 weeks ago

    Kuala Lumpur, Malaysia STEG Kuala Lumpur Full time

    Assist the Front Office Manager / Assistant Front Office Manager in the day-to-day operation of the hotel in maintaining all standards of guest service - Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all...

  • Front Office Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Job Number** 24068830 **Job Category** Rooms & Guest Services Operations **Location** Four Points by Sheraton Kuala Lumpur City Centre, Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the...

  • Front Office Duty Manager

    3 days ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Job Number** 24083830 **Job Category** Rooms & Guest Services Operations **Location** The St. Regis Kuala Lumpur, No 6 Jalan Stesen Sentral 2, Kuala Lumpur, Wilayah Persekutuan, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty...

  • Assistant Duty Manager/duty Manager

    5 days ago

    Kuala Lumpur, Malaysia Travelodge City Centre Full time

    **Responsibilities** **Front Office** **1 Guest Service** - Ensure provision of excellent guest service at all times - Maintains a friendly, cheerful and courteous demeanour at all times - Courteously and accurately answers inquiries from potential guests and accepts hotel reservations **2 Front Desk** - Resolve guest issues, complaints, problems in a...

  • Assistant Duty Manager/duty Manager

    5 days ago

    Kuala Lumpur, Malaysia Travelodge City Centre Full time

    **Responsibilities** **Front Office** **1 Guest Service** - Ensure provision of excellent guest service at all times - Maintains a friendly, cheerful and courteous demeanour at all times - Courteously and accurately answers inquiries from potential guests and accepts hotel reservations **2 Front Desk** - Resolve guest issues, complaints, problems in a...

  • Duty Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Dorsett Kuala Lumpur Full time

    Supervision of the Front Office/Hotel staff and control of hotel’s activities in accordance with Dorsett Regency polices and procedures, in the absence of the Front Office Manager. Direct supervision of Front Office staff in the absence of the Front Office Manager/Assistant Front Office Manager as well as attending to situations and requests as required by...

  • Assistant Front Office Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Furama Bukit Bintang Full time

    **Basic Function** Responsible for maintaining courteous and competent rooms operation and services to hotel guests. **Responsibility and Authority** - Responsible for the daily administrative work of the Front Office. - Provide immediate reference to staff during the shift. - Double check duty rosters for the Front Office sections and sign log book of...

  • Duty Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Meliá Kuala Lumpur Full time

    Assisting Front Office Manager in the overall day to day operations whilst on duty. - Resolve any guest complaints and to establish an amicable relationship with guests, clients of the Hotel and ensure prompt, courteous and accurate service to all guests to maximize customer satisfaction. - Ensure quality in all aspects of work and among the staff in the...

  • Front Office Manager

    7 days ago

    Kuala Lumpur, Malaysia Novotel Kuala Lumpur City Centre Full time

    **Job Description**: This position is responsible for the supervision and management of the overall Front Office operations by ensuring that all sections of Front Office’s service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard