Duty Manager

6 days ago

Kuala Lumpur, Malaysia AnCasa Hotel Kuala Lumpur Full time

**Key Responsibilities**:

- **Guest Relations & Customer Service**:

- Ensure that all guests receive a warm welcome and a smooth check-in and check-out process.
- Handle guest complaints, concerns, or special requests in a prompt and professional manner, ensuring guest satisfaction.
- Maintain a visible presence in the lobby and other guest areas to assist with any needs.
- Liaise with housekeeping, maintenance, and other departments to ensure that guest requests are fulfilled.
- **Operational Management**:

- Supervise front desk staff and ensure adherence to hotel policies and procedures.
- Oversee and manage room allocations, reservations, and front desk operations during the shift.
- Ensure the front desk is adequately staffed and assist in the training and development of new staff.
- Monitor the arrival, departure, and overall movement of guests to ensure seamless operations.
- Coordinate with other departments such as housekeeping, restaurant, and concierge to resolve guest issues and maintain smooth operations.
- **Problem Solving**:

- Take charge of any emergency situations or guest complaints, ensuring quick and effective resolutions.
- Handle unexpected situations like overbooking, cancellations, or special requests from VIP guests.
- **Administrative Duties**:

- Ensure that all necessary paperwork and guest records are accurate and up-to-date.
- Review and manage billing, payments, and room rates.
- Generate daily, weekly, and monthly reports on occupancy, revenue, and other key performance indicators.
- **Leadership & Team Management**:

- Lead by example, demonstrating excellent customer service, professionalism, and leadership.
- Motivate and support front office staff, ensuring they maintain high standards of performance.
- Conduct shift briefings and communicate important updates to staff regarding operational changes, guest needs, or hotel promotions.
- **Security & Safety**:

- Ensure the safety and security of hotel guests, staff, and assets.
- Conduct routine security checks and ensure all protocols for guest safety are followed.
- Handle key control, lost and found items, and any security-related incidents.

**Skills & Qualifications**:

- **Education**: A degree / Diploma in Hospitality Management or a related field is preferred. **(SPM or STPM with sufficient work experience is acceptable)**:

- **Experience**: Minimum of 2-3 years of experience in a front office supervisory or managerial role within the hotel industry.
- **Skills**:

- Exceptional communication and interpersonal skills.
- Strong leadership and team management abilities.
- Excellent problem-solving skills and the ability to handle guest complaints effectively.
- Ability to work in a fast-paced, dynamic environment and multitask.
- Familiarity with hotel management software and front office systems (e.g., Opera, Fidelio).
- A good understanding of hotel operations, including reservations, check-ins/check-outs, and billing.
- Knowledge of safety and security procedures within the hospitality industry.
- **Personal Attributes**:

- Friendly, approachable, and professional demeanor.
- Strong organizational skills and attention to detail.
- Ability to maintain calm and professionalism under pressure.
- A guest-focused, positive, and proactive attitude.

Pay: RM3,000.00 - RM3,500.00 per month

**Benefits**:

- Maternity leave
- Opportunities for promotion

Work Location: In person

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