Duty Manager

Purpose

• To oversee the smooth running of hotel operations during assigned shift(s), ensuring high standards of service, luxury guest experience, and adherence to brand standards.
• To act as the senior representative on-duty in the absence of senior management, handling guest issues, operational incidents, and ensuring continuity of service.
• To coordinate with all hotel departments to maintain a seamless guest journey, while safeguarding hotel assets, reputation and revenue.

Key Responsibilities

Operations & Guest Experience

• Be present in the lobby / public areas and front-of-house during shift to co-ordinate guest arrival, departure, check-in/check-out, VIPs and special requests.
• Ensure the hotel's front-office, guest-services and public-areas maintain the brand standards of cleanliness, presentation, and guest readiness at all times.
• Respond promptly to guest complaints, incidents or operational disruptions; resolve issues diplomatically and escalate where required.
• Maintain accurate duty-log, recording incidents, VIP arrivals/departures, unusual events, hand-over notes and shift briefings.
• Check that guest rooms (especially VIP / arrival rooms) are properly prepared, amenity placement completed, and any special guest requests logged.
• Liaise with Housekeeping, Engineering, F&B, Security, Reservations and other departments to ensure room readiness and guest service flows smoothly.

Revenue & Financial

• Assist with room-availability, room-type allocation, upgrades and best use of inventory in collaboration with Reservations and Front Office.
• Monitor and ensure accuracy of guest billing, credits, room usage, and front-office statistics (No Shows, House Use, Complimentary, Occupied, etc).
• Ensure procedures for guest credit, debits, guest account folios follow hotel policy.

Team Leadership & Standards

• Supervise Front Office / Guest Services team during shift: allocate tasks, monitor performance, ensure staffing levels, support team in busy periods.
• Ensure staff comply with grooming/uniform standards, service standards, SOPs, and brand values.
• Deliver briefings/handover sessions at shift start and end; share updates on hotel operation, guest arrivals, group bookings, VIPs.
• Coach and mentor staff—especially during busy or challenging periods.

Safety, Security & Compliance

• Ensure guest safety and security – respond to emergencies (fire, medical, guest incidents) in line with hotel protocols and local regulations.
• Monitor public areas for security, hygiene and presentation; coordinate with Security & Engineering for any maintenance or safety issues.
• Ensure compliance with local statutory requirements (e.g., Malaysian hospitality regulations), hotel policies, brand standards.

Requirements / Qualifications

Education & Experience

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Management or a related field preferred.
• Minimum 2-4 years (or more) of relevant experience in front-office/guest-services operations at a 5-star luxury hotel. For a chain like Sofitel, luxury/higher tier experience is an advantage.
• Previous experience supervising teams, managing shifts, and handling guest-relations issues.

Skills & Competencies

• Excellent guest-service orientation; strong interpersonal and communication skills (English required; Bahasa Malaysia, Mandarin or other languages an advantage).
• Leadership and decision-making capability under pressure; calm, diplomatic, proactive mindset.
• Good knowledge of hotel PMS (e.g., Opera), front-office financial/statistical workings, room inventory control.
• Strong organisational skills, ability to prioritise tasks and manage multiple demands simultaneously.
• Flexibility to work shifts, including evenings, weekends and public holidays.

Personal Attributes

• Professional appearance and grooming at all times.
• High level of integrity, confidentiality, and hospitality ethics.
• Friendly, approachable yet authoritative when required.
• Alignment with Sofitel / Accor "Heartist" values: passion for service, creativity, responsibility.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person