Duty Manager

2 days ago

Alor Gajah, Melaka, Malaysia Fiscal Laurel Sdn Bhd Full time 36,000 - 48,000 per year

Job Summary

The Duty Manager is responsible for overseeing the day-to-day operations of the resort during their shift, acting as the empowered representative of the management team. This supervisory role focuses on maintaining exceptional guest satisfaction, managing emergencies, driving operational efficiency, and ensuring inter-departmental communication is seamless.

Key Responsibilities

Operational Leadership & Supervision

  • Shift Management: Assume overall responsibility for the smooth and efficient operation of the resort during the assigned shift, coordinating all departments (Front Office, Housekeeping, F&B, Security).
  • Staff Supervision: Provide direct supervision, guidance, and support to Front Office associates (including One Connect, Bell Services, and Lobby Ambassadors).
  • Briefings: Conduct and attend daily operational briefings, ensuring all teams are aware of key arrivals, V.I.P.s, events, and potential issues.
  • Cash Handling: Oversee and authorize financial transactions, refunds, paid-outs, and control petty cash expenditures during the shift.

Guest Relations and Issue Resolution

  • Guest Contact: Maintain a high profile in the lobby and public areas, personally greeting V.I.P.s and regular guests.
  • Complaint Handling: Act as the final point of contact for all guest concerns and complaints, ensuring immediate and effective resolution to restore guest confidence and satisfaction.
  • Service Recovery: Implement service recovery procedures immediately following any service lapse, ensuring appropriate compensation or follow-up.
  • Internal Coordination: Work proactively with other Department Heads (HODs) to address any operational issues affecting the guest experience.

Safety, Security, and Emergency Management

  • Crisis Management: Act as the designated Emergency Coordinator during any crisis (e.g., fire alarm, medical emergency, security threat), directing staff and following established hotel protocols.
  • Security Oversight: Monitor the security of the property, staff, and guests, coordinating closely with the Security team.
  • Health & Safety: Ensure adherence to all company, local, and regulatory health, hygiene, and safety standards across all public-facing areas.
  • Reporting: Document all security incidents, emergency actions, and major guest issues in the daily Duty Manager's logbook.

Administrative Duties

  • Daily Reporting: Complete the official Duty Manager's daily report, detailing key events, shift handover notes, resolved issues, and any critical information for the management team.
  • Quality Assurance: Conduct regular property walks (audits) to inspect cleanliness, maintenance, and service delivery standards in all public areas.

Reporting Structure

  • Reports to: Front Office Manager (FOM) / Assistant Front Office Manager (AFOM)
  • Supervises: Front Office Team (Front Desk Agents, One Connect Associates, Bellmen, etc.)

Required Skills & Qualifications

  • Minimum of 2-3 years of supervisory/leadership experience in a luxury hotel Front Office environment.
  • Strong decision-making, problem-solving, and crisis management abilities.
  • Excellent written and verbal communication skills, including professional phone and email etiquette.
  • Proficient in Property Management Systems (PMS) like Opera, Fidelio, or similar hotel software.

Job Types: Full-time, Permanent

Pay: RM3, RM4,000.00 per month

Benefits:

  • Free parking
  • Maternity leave
  • Meal provided
  • Opportunities for promotion
  • Professional development

Work Location: In person

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