Assistant Manager

Organization- Hyatt Place Kuala Lumpur Bukit Jalil
Summary
Main Duties
Administration

• Assists the Housekeeping Manager in the smooth and efficient running of the Housekeeping department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.
• Logs daily events in Supervisor's Logbook and follow-up on information reported by the others daily.
• Raises job order for repair and maintenance work as required.

Customer Service

• Assists with Host duties and operational needs.
• Ensures Hosts deliver the brand promise and provide exceptional guest service at all times.
• Ensures Hosts also provide excellent service to internal customers as appropriate.
• Handles both internal and external customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive working relationships with guests and associates.

Operational

• Prepares daily and weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• Assigns duties and responsibilities to Hosts-Housekeeping
• Checks on works done by Hosts-Housekeeping
• Reports constructive guest comments.
• Reports and logs lost and damaged items.
• Follows up on daily deep cleaning and preventive maintenance work for all guest rooms.
• Inspect all Public Areas.
• Conducts checks on works carried out by Contractors.
• Coordinates with Contractor's Supervisor to check their work quality, for example laundry handling etc.
• Ensure the cleanness of event space and bathroom throughout the day
• Plans and schedules periodic works such as, carpet shampooing, and deep cleaning.
• Ensures scheduled works are carried out.
• Prepare pre-setup guest room for V.I.P. arrivals.
• Ensures all company minimum brand standards are implemented, and optional brand standards should be performed where appropriate.
• Ensures Hosts are supportive and flexible with other departments, in a spirit of "We work through Teams".
• Ensure that Guest Satisfaction Survey (HySat) score of guest rooms is achieved or exceeded the corporate target.
• Responds to the comments from consumer and ensures that the relevant changes are implemented.
• Manages the 'Lost and Found' items storage and makes sure all items are properly handled according to the policies and procedures.
• Monitors the assigned and extra credits that Hosts-Housekeeping has completed on daily basis and controls the payroll expenses according to the actual business needs.

Personnel

• Ensures the punctuality and appearance of all Hosts-Housekeeping, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene according to the hotel and department's grooming standards.
• Conducts Annual and Mid-Year Performance Development reviews with Hosts-Housekeeping, supports them in their professional development goals.
• rains Hosts with the standards required for all rooms and public areas.
• Encourages Hosts to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Supports the implementation of The Hyatt Care Purpose, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
• Ensures Hosts have a complete understanding of employee rules and regulations to which adhere
• Ensures Hosts follow rules, policies and regulations of hotel, company and local regulations relating to fire and hazard safety, and security.
• Ensures the standards as stated in the Operations Manual are maintained by Hosts-Housekeeping.
• Drives employee's satisfaction and maintains Employee Turnover rate less than our annual target.

Other Duties

• Attends and assists to all training sessions and meetings as required.
• Knowledgeable in statutory legislation in associate and industrial relations.
• Completes Welcome to Hyatt Training for new Hires and Learning Activities within first 90 days and review as needed.
• Perform responsible behaviour at all times and positively representing the hotel team and Hyatt Hotel Corporation.
• Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations.
• Reads the hotel's Associate Handbook and have an understanding of hotel's rules and regulations and especially the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Housekeeping functions as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.

Qualifications

• Minimum 2–3 years of experience in housekeeping, with at least 1 year in a supervisory or team leader role.
• Strong knowledge of housekeeping procedures, cleaning products, and safety standards.
• Able to manage daily operations, delegate tasks, and supervise housekeeping staff.
• Proficient in inventory control, scheduling, and reporting.
• Good communication skills in English and Bahasa Malaysia (additional languages are a plus).
• Basic computer skills (Microsoft Office, PMS systems like Opera preferred).
• Knowledge of hygiene, health, and safety standards (e.g., OSHA or local regulations).
• Able to work on shifts, weekends, and public holidays.

Preferred Qualities:

• Hands-on, detail-oriented, and highly organized.
• Strong leadership and team management abilities.
• Able to handle guest feedback professionally and resolve complaints efficiently.
• Flexible, proactive, and adaptable in a fast-paced hotel environment.