Duty Manager

The Duty Manager is responsible for overseeing the daily operations of the front desk, ensuring that guest check-ins, check-outs, and all other guest services are handled efficiently and professionally. This role involves managing the front office team, resolving guest complaints, and ensuring smooth coordination between different hotel departments.

The Duty Manager will ensure that the hotel’s service standards are met and that guests receive excellent hospitality throughout their stay.

THE JOBSCOPE
- Oversee guest check-in and check-out procedures, ensuring a smooth and efficient process.
- Address guest concerns, complaints, or special requests promptly and professionally, ensuring high levels of guest satisfaction.
- Ensure that all guest interactions are handled with the utmost courtesy and professionalism, creating a positive impression of the hotel.
- Monitor guest feedback, both online and offline, and work to resolve any issues or complaints in a timely manner.
- Supervise, guide, and train front desk staff, ensuring they provide excellent customer service and follow hotel policies and procedures.
- Ensure that the front desk team is adequately staffed during peak hours and handle shift scheduling.
- Monitor performance and productivity of front office staff, providing feedback and coaching as needed to maintain high service standards.
- Ensure that all front desk systems are operating smoothly, including reservations, billing, and check-in/check-out processes.
- Coordinate with housekeeping, maintenance, and other departments to ensure that guest rooms are prepared and issues are resolved in a timely manner.
- Oversee the management of room availability and assist with guest room assignments, ensuring the best possible guest experience.
- Handle financial transactions, including guest billing and payments, ensuring accuracy and adherence to hotel policies.
- Ensure all guest documentation, including registrations, ID verification, and payment information, is handled securely and in compliance with hotel procedures.
- Maintain and monitor the guest database, ensuring accurate and updated guest profiles.
- Address and resolve any issues or complaints raised by guests in an efficient, professional, and effective manner.
- Act as the point of contact for any emergency situations, including guest issues, maintenance problems, or unforeseen circumstances, ensuring timely resolution.
- Oversee the smooth running of the front office during assigned shifts, ensuring that all operations and tasks are completed efficiently.
- Ensure smooth communication and collaboration between shifts to ensure continuity of service and a consistent guest experience.
- Prepare for daily briefings with staff, providing them with the necessary information to perform their duties effectively.
- Ensure that all front office operations comply with local regulations and hotel policies, including health and safety standards.
- Regularly review and update procedures and policies to improve operational efficiency and service delivery.
- Monitor and ensure the correct handling of guest luggage, lost and found items, and room keys.

**REQUIREMENTS**:

- 3-5 years of experience in the hotel industry, with at least 2 years in a supervisory or managerial role within the front office.
- Strong leadership and management skills.
- Excellent communication and interpersonal skills.
- Proficiency in hotel management software (PMS), Microsoft Office, and other relevant systems.
- Knowledge of front desk operations, guest services, and hotel procedures.
- Ability to handle difficult situations calmly and professionally.
- Strong organizational and multitasking abilities.
- Exceptional customer service skills and a problem-solving mindset.
- Ability to stand for long periods, handle stressful situations, and work in a fast-paced environment.

Pay: From RM3,100.00 per month

**Benefits**:

- Free parking
- Health insurance
- Meal provided
- Opportunities for promotion
- Professional development

Work Location: In person