Duty Manager

Job Title : Duty Manager – Pre-Opening & Operations Excellence Leader

Location : Kuala Lumpur International Hotel, Malaysia

Reports To : Front Office Manager / Hotel Manager

Classification : Full-Time, Management Level

The Duty Manager will be responsible for overseeing the hotel's daily operations with highest integrity, ensuring that every guest interaction and service delivery meets the hotel's high standards of excellence. As part of the pre-opening leadership team, the Duty Manager will help design, implement, and refine Standard Operating Procedures (SOPs), train the Front Office team, and ensure readiness for MOTAC 4-Star certification.

You will serve as the Manager on Duty (MOD), representing senior management during assigned shifts, maintaining guest satisfaction, safety, and smooth inter-departmental coordination. Your leadership will set the tone for service culture, empower your team with motivation and confidence, and ensure the hotel runs seamlessly — every hour, every day.

Key Responsibilities

1. Pre-Opening Phase Responsibilities

• Collaborate with Hotel Manager and department heads to develop Front Office SOPs, service standards, and training manuals.
• Participate in pre-opening readiness activities including systems setup, mock service audits, and dry runs of check-in/check-out procedures.
• Support the recruitment, onboarding, and training of Front Office associates, ensuring each team member understands the hotel's brand values, service philosophy, and performance expectations.
• Coordinate with Engineering, Housekeeping, Security, and F&B departments to ensure all guest areas and facilities meet MOTAC 4-Star compliance standards.
• Lead simulation exercises and soft openings to identify operational gaps and ensure service consistency before grand opening.
• Contribute to the pre-opening budget planning, ensuring operational resources are properly allocated.

2. Operational Leadership

• Serve as the Manager on Duty (MOD), ensuring smooth daily hotel operations and resolving guest issues promptly with empathy and professionalism.
• Maintain visible presence in all key guest areas including lobby, restaurants, and public spaces — embodying the hotel's service ethos.
• Supervise Front Office operations: reception, concierge, bell service, reservations, and night audit teams to ensure seamless coordination.
• Monitor and manage guest arrivals and departures, ensuring VIPs and repeat guests receive personalized recognition and attention.
• Handle guest complaints with confidence and grace, following up to ensure satisfaction and service recovery outcomes.
• Review daily shift reports, occupancy forecasts, and revenue summaries; communicate relevant information to department heads.
• Coordinate emergency procedures and ensure all associates are familiar with safety and evacuation protocols.
• Ensure compliance with hotel standards, grooming policies, and professional appearance across all departments.

3. Guest Experience & Service Excellence

• Lead the hotel in delivering top-notch guest service consistent with a 4-Star property standard.
• Foster a culture of genuine care, responsiveness, and ownership among team members.
• Monitor guest satisfaction scores and online reviews; analyze trends and develop action plans for continuous improvement.
• Personally engage with guests to gather feedback, anticipate needs, and build rapport.
• Coordinate with F&B, Housekeeping, and Engineering to ensure every guest touchpoint — from cleanliness to service delivery — reflects the hotel's brand promise.
• Ensure seamless service flow during peak hours, special events, and large group movements.

4. Leadership & Team Motivation

• Inspire and motivate team members through daily briefings, recognition programs, and open communication.
• Empower Front Office supervisors and agents to make sound decisions that enhance guest satisfaction.
• Conduct regular coaching, performance evaluations, and development plans to support team growth.
• Promote inter-departmental collaboration and uphold a culture of respect, accountability, and excellence.
• Lead by example — demonstrating integrity, punctuality, professionalism, and a passion for service.
• Support the creation of a positive work environment that fosters enthusiasm and pride among staff.

5. Financial & Administrative Responsibilities

• Monitor daily revenue and expense performance in coordination with the Front Office Manager and Financial Controller.
• Review and verify rate postings, room allocations, and billing accuracy.
• Assist in controlling operational expenses through efficient resource utilization.
• Prepare daily MOD reports summarizing operations, incidents, and guest feedback for senior management review.
• Participate in revenue-management discussions, providing operational insights and market feedback.

6. Safety, Security & Compliance

• Ensure compliance with all local regulations, MOTAC standards, and internal safety procedures.
• Act as the primary contact for emergencies during assigned shifts and coordinate with relevant departments to manage incidents.
• Conduct routine inspections of hotel areas to ensure adherence to safety, hygiene, and maintenance standards.
• Promote a culture of safety and accountability among associates.

Job Types: Full-time, Permanent

Pay: RM2, RM3,000.00 per month

Benefits:

• Maternity leave
• Meal provided
• Parental leave
• Professional development

Education:

• Diploma/Advanced Diploma (Required)

Experience:

• Front Office Supervisors: 7 years (Required)

Language:

• English (Required)

Work Location: In person