Duty Manager

7 months ago

Kuala Lumpur, Malaysia Marriott International, Inc Full time

**Job Number** 24052348

**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**

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

**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**

**Maintaining 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.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

**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.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

**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.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

**Supporting Human Resource Activities**
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to su

  • Duty Manager

    7 months ago

    Kuala Lumpur, Malaysia Pullman Kuala Lumpur Bangsar 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

    7 months 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

    7 months ago

    Kuala Lumpur, Malaysia Platinum Victory Facestyle Sdn. Bhd. Full time

    The Duty Manager should present himself/herself as a senior representative of managers in the handling of all guest requests and complaints concerning services affecting the hotel operations. - Assist, help and supervise the Guest Service Supervisors, Guest Service Assistants, Cashiers, Concierge including those of Limousine Services and Valet Services. -...

  • Duty Manager

    7 months ago

    Kuala Lumpur, Malaysia Hilton Full time

    Duty Manager With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the...

  • Duty Manager

    6 months ago

    Kuala Lumpur, Malaysia E&O RESIDENCES KUALA LUMPUR Full time

    Supervises overall activities in the department especially during the absent of Head of Department - Supervises and delegates duties to supervisors and prepares work schedule for them. - Develops weekly host’ schedules, monitors team attendance and put up the leave calendar - Supervises all sections and improvements in operation where she/he finds...

  • Duty Manager

    7 months ago

    Kuala Lumpur, Malaysia E&O RESIDENCES KUALA LUMPUR Full time

    Supervises overall activities in the department especially during the absent of Head of Department - Supervises and delegates duties to supervisors and prepares work schedule for them. - Develops weekly host’ schedules, monitors team attendance and put up the leave calendar - Supervises all sections and improvements in operation where she/he finds...

  • Duty Manager

    2 weeks ago

    Kuala Lumpur, Malaysia Plenitude Suites Sdn Bhd Full time

    **SUMMARY**: - To be responsible for the management and overall performance of the Guest Service section and ensure maximum guest satisfaction. - To supervise the Guest Service Representatives in their daily duties and responsibilities: - To assist all residents and guests, and ensure the delivery of prompt and efficient service at all times. - To address...

  • Duty Manager

    6 months ago

    Kuala Lumpur, Malaysia SILKA MAYTOWER KUALA LUMPUR Full time

    **DUTIES AND RESPONSIBILITIES** - Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s. - Assists in VIP’s arrival & departure. - Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour. - Checks on registration...

  • Duty Manager

    2 weeks ago

    Kuala Lumpur, Malaysia Meliá Kuala Lumpur Full time

    **Job Summary** Under the general guidance and direction of the Assistant Front Office Manager or delegate and within the limits of the established Meliá Kuala Lumpur policies, procedures and departmental standard manual, is responsible for participating in all activities of the administration and smooth running of the Hotel. **What will I be doing?** As...

  • Duty Manager

    7 months ago

    Kuala Lumpur, Malaysia Hilton Garden Inn Kuala Lumpur Full time

    As the Duty Manager, you will be responsible for performing the following tasks to the highest standards: - Communicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement. - Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for...

  • Duty Manager

    7 months 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...

  • Duty Manager

    7 months 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...

  • Duty Manager

    7 months ago

    Kuala Lumpur, Malaysia Mulia Property Deveploment Sdn Bhd Full time

    The Duty Manager is responsible for overseeing the daily operations of the building and operational departments. They ensure that the operations runs smoothly, that staff are effectively managed, and that tenant and visitor needs are met. The Duty Manager is in charge during the scheduled shirts or on weekends and holidays when senior management is not...

  • Duty Manager

    7 months ago

    Kuala Lumpur, Malaysia Mulia Property Deveploment Sdn Bhd Full time

    The Duty Manager is responsible for overseeing the daily operations of the building and operational departments. They ensure that the operations runs smoothly, that staff are effectively managed, and that tenant and visitor needs are met. The Duty Manager is in charge during the scheduled shirts or on weekends and holidays when senior management is not...

  • Duty Manager

    7 months ago

    Kuala Lumpur, Malaysia Mulia Property Deveploment Sdn Bhd Full time

    The Duty Manager is responsible for overseeing the daily operations of the building and operational departments. They ensure that the operations runs smoothly, that staff are effectively managed, and that tenant and visitor needs are met. The Duty Manager is in charge during the scheduled shirts or on weekends and holidays when senior management is not...

  • Duty Manager

    4 months 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...

  • Duty Manager

    7 months 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...

  • Duty Manager

    4 days ago

    Kuala Lumpur, Malaysia Meliá Kuala Lumpur Full time

    Provides exceptional customer service to all patrons and communicates in a pleasant, friendly, and professional manner at all times, maintain a professional work environment with supervisors and staff. - Attend to guest complaint and concern in a professional manner and provide the solution and guest satisfaction as per Hotel desired level of service and in...

  • Duty Manager

    1 week ago

    Kuala Lumpur, Malaysia NICE PARADISE SDN.BHD Full time

    Co-ordinate and co-operate with all other departments as and when required and has a good working relationship with all Heads of Department and the Sales and Marketing team. '¢ Has a strong relationship and interaction with all hotel guests, visitors and members of the local community. '¢ Handle all levels of associates professionally. '¢ The Duty Manager...

  • Duty Manager

    4 days ago

    Kuala Lumpur, Malaysia Star Hill Hotel Sdn Bhd Full time

    To check and maintain the Duty Manager Safe in accordance to the procedures set by the company To follow up with any room discrepancies and assist with their inspection Make regular rounds of the Hotel to ensure smooth operations in all areas Authorize after hour distribution of keys, including dry stores and beverage stock. Provides functional assistance to...