We are seeking an experienced and dynamic Duty Manager to join our team in Sepang, Malaysia. In this pivotal leadership role, you will oversee hotel operations during your shift, ensuring seamless guest experiences and maintaining the highest standards of service excellence. As a key member of our management team, you will lead, motivate, and support your team while serving as the primary point of contact for guest inquiries and operational challenges. This is an excellent opportunity for a results-driven professional who thrives in a fast-paced environment and is committed to delivering exceptional customer service.
- Lead and oversee all hotel operations during assigned shifts, ensuring smooth coordination across all departments and maintaining operational excellence
- Support and motivate the Front Office team and other staff members, fostering a collaborative and positive work environment
- Act as the first point of contact for guest inquiries, requests, complaints, and feedback, resolving issues with professionalism, empathy, and efficiency
- Maintain high standards of presentation, cleanliness, service quality, and operational procedures throughout the property
- Coordinate seamlessly with Housekeeping, Food & Beverage, Maintenance, Security, and other departments to ensure integrated operations
- Monitor and enforce safety, security, and compliance procedures, ensuring all protocols are followed consistently
- Assist with training, coaching, and professional development of team members, providing constructive feedback and guidance
- Analyze occupancy data, revenue metrics, and guest satisfaction scores to support business goals and identify improvement opportunities
- Make decisive, transparent decisions during operational challenges, demonstrating strong problem-solving abilities and sound judgment
- Prepare and maintain accurate shift reports, documenting incidents, guest feedback, and operational updates for management review
**Required Qualifications:**
- Proven experience in a Duty Manager or Front Office leadership role within a hospitality environment
- Demonstrated passion for delivering exceptional customer service and creating memorable guest experiences
- Strong communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels
- Excellent organizational and time management abilities with strong attention to detail
- Proven problem-solving skills and the ability to remain calm, positive, and solutions-focused during high-pressure situations
- Confidence and capability to make decisions independently and lead a diverse team effectively
- Flexibility to work a rotating roster, including evenings, weekends, and public holidays
- Solid understanding of hotel operations, guest relations management, and multi-departmental coordination
- Knowledge of safety, security, and compliance procedures relevant to hospitality operations
- Ability to work under pressure while maintaining resilience and a customer-focused mindset
**Preferred Qualifications:**
- Current or ability to obtain a Manager's Certificate or equivalent hospitality management certification recognized in Malaysia
- Current First Aid Certificate or willingness to obtain one
- Experience with hotel management systems and point-of-sale technology
- Background in crisis management and conflict resolution
- Basic financial acumen and understanding of P&L principles
- Previous experience in a similar role within a mid-to-large scale hotel property