Assistant Duty Manager

Homesuite Hotels Sdn Bhd; West Coast Division; On-site; MYR 60,000 - 90,000; Full time

Job summary

Homesuite Hotels Sdn Bhd invites applications for an Assistant Duty Manager to support the Duty Manager in daily hotel and homestay operations. You will ensure smooth service delivery, supervise Front Office and Guest Services teams, and coordinate across departments to meet guest needs.

The role requires 2–3 years in hotel operations with supervisory experience, hands-on PMS use, and strong leadership. Fluency in Bahasa Malaysia and English is preferred; other languages are a bonus.

Qualifications

• 2–3 years in hotel or serviced residence operations with at least 1 year in a supervisory role (Front Office preferred).
• Hands-on experience with a Property Management System (PMS) and OTA channel managers.
• Strong leadership and decision-making under pressure.
• Excellent customer service and conflict resolution skills.
• Good command of Bahasa Malaysia and English; other languages are an advantage.

Responsibilities

• Assist the Duty Manager in overseeing daily hotel and homestay operations to ensure smooth service delivery.
• Supervise and support Front Office, GSA and Customer Service teams during daily operations.
• Monitor daily arrivals, departures, room status, guest requests, VIP arrangements and operational matters.
• Conduct shift briefings and daily operational updates, including staff coaching and SOP implementation.
• Monitor staff attendance, punctuality, grooming, discipline and compliance with SOPs.
• Handle and follow up on guest enquiries, complaints and escalated service issues professionally.
• Coordinate with Housekeeping, Maintenance, Reservations, Finance and other departments to resolve operational issues.
• Monitor check-in/check-out, self-check-in, room readiness and other Front Office procedures and transactions.
• Ensure proper use of PMS, IDB and other systems, with accurate reporting and documentation.
• Take operational charge when the Duty Manager is unavailable and escalate appropriately.

Skills

Leadership

Guest Service

Operations

Tools

PMS

Job description

The Assistant Duty Manager supports the Duty Manager in overseeing and monitoring the daily operations of Homesuite's hotel and homestay properties, ensuring smooth operations, consistent guest service, proper SOP implementation and effective coordination across Front Office, Guest Services, Customer Service, Housekeeping, Maintenance and other departments. As the second-in-command to the Duty Manager, the Assistant Duty Manager is responsible for supporting daily shift operations, supervising and guiding the team, maintaining operational and service standards, and ensuring staff discipline and guest satisfaction.

Key responsibilities

Assist the Duty Manager in overseeing daily hotel and homestay operations to ensure smooth and efficient service delivery

Supervise and support Front Office, GSA and Customer Service teams during daily operations

Monitor daily arrivals, departures, room status, guest requests, VIP arrangements and operational matters

Conduct or assist with shift briefings and daily operational updates [not limited to assist in staff coaching, training & implementation of new SOPs and management instructions.]

Monitor staff attendance, punctuality, grooming, discipline and compliance with company SOPs

Handle and follow up on guest enquiries, complaints and escalated service issues professionally

Coordinate with Housekeeping, Maintenance, Reservations, Finance and other departments to resolve operational issues

Monitor check-in/check-out, self-check-in, room readiness and other Front Office procedures & transactions [not limited to cashier closing & escalating discrepancies]

Ensure proper use of PMS, IDB and other operational systems, including accurate reports and documentation

Take operational charge when the Duty Manager is unavailable, ensuring important matters are properly escalated and handed over.

Requirements

At least 2–3 years in hotel or serviced residence operations, including at least 1 year in a supervisory role (Front Office preferred)

Hands-on experience with a Property Management System (PMS) and OTA channel managers

Strong leadership and decision-making under pressure

Excellent customer service and conflict resolution skills

Good command of Bahasa Malaysia and English; other languages are an advantage

Integrity and attention to detail in cash and key control

Computer literate (MS Office, PMS, WhatsApp/email reporting)

Able to work rotating and night shifts, weekends and public holidays