About this role
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 excellenceSupport and motivate the Front Office team and other staff members, fostering a collaborative and positive work environmentAct as the first point of contact for guest inquiries, requests, complaints, and feedback, resolving issues with professionalism, empathy, and efficiencyMaintain high standards of presentation, cleanliness, service quality, and operational procedures throughout the propertyCoordinate seamlessly with Housekeeping, Food & Beverage, Maintenance, Security, and other departments to ensure integrated operationsMonitor and enforce safety, security, and compliance procedures, ensuring all protocols are followed consistentlyAssist with training, coaching, and professional development of team members, providing constructive feedback and guidanceAnalyze occupancy data, revenue metrics, and guest satisfaction scores to support business goals and identify improvement opportunitiesMake decisive, transparent decisions during operational challenges, demonstrating strong problem-solving abilities and sound judgmentPrepare 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 environmentDemonstrated passion for delivering exceptional customer service and creating memorable guest experiencesStrong communication and interpersonal skills with the ability to interact professionally with guests and staff at all levelsExcellent organizational and time management abilities with strong attention to detailProven problem-solving skills and the ability to remain calm, positive, and solutions-focused during high-pressure situationsConfidence and capability to make decisions independently and lead a diverse team effectivelyFlexibility to work a rotating roster, including evenings, weekends, and public holidaysSolid understanding of hotel operations, guest relations management, and multi-departmental coordinationKnowledge of safety, security, and compliance procedures relevant to hospitality operationsAbility 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 MalaysiaCurrent First Aid Certificate or willingness to obtain oneExperience with hotel management systems and point-of-sale technologyBackground in crisis management and conflict resolutionBasic financial acumen and understanding of P&L principlesPrevious experience in a similar role within a mid-to-large scale hotel property