Duty Manager

Lotus Desaru Beach Resort & Spa Sdn. Bhd; Bandar Penawar; On-site; MYR 56,000 - 84,000; Full time

Job summary

Lotus Desaru Beach Resort & Spa Sdn. Bhd in Johor is seeking a Hotel Front Office Supervisor to oversee daily operations across Front Office, Housekeeping, and F&B, ensuring smooth service delivery and adherence to brand standards.

You will lead and coach staff, handle guest inquiries and service recovery, perform regular property walkthroughs, and coordinate with department heads to resolve issues promptly, all while maintaining a guest-centric experience.

Qualifications

• Diploma or degree in Hospitality Management or related field.
• Minimum 3 years in front office ops, with 1 year in supervisory role.
• Proficient with Opera or similar PMS and MS Office.

Responsibilities

• Supervise daily activities across departments such as Front Office, Housekeeping, and F&B to ensure smooth operations.
• Conduct regular property walkthroughs to maintain cleanliness, safety, and service standards.
• Address and resolve operational challenges promptly, coordinating with relevant department heads.
• Act as the primary contact for guest inquiries, complaints, and special requests, ensuring timely resolutions.

Skills

Leadership

Communication

Problem-solving

Customer Service

Education

Diploma/Degree in Hospitality Management

Tools

Opera PMS

MS Office

Front Office Systems

Job description

Supervise daily activities across departments such as Front Office, Housekeeping, and Food & Beverage to ensure smooth operations.

Conduct regular property walkthroughs to maintain cleanliness, safety, and service standards.

Address and resolve operational challenges promptly, coordinating with relevant department heads

Guest Relations & Service Recovery

Act as the primary point of contact for guest inquiries, complaints, and special requests, ensuring timely and satisfactory resolutions.

Engage with VIP guests to provide personalized experiences and manage special arrangements.

Follow up with guests post-resolution to ensure continued satisfaction.

Staff Supervision & Support

Lead and support staff across various departments, providing guidance and resources needed for effective performance.

Conduct briefings to communicate updates, expectations, and policies.

Monitor staff performance, offering on-the-spot coaching and feedback.

Emergency Response & Safety Management

Coordinate responses to emergencies such as medical incidents, power outages, or security threats.

Ensure compliance with emergency protocols, including evacuation and safety measures.

Document incidents thoroughly and communicate with senior management as needed.

Communication & Reporting

Serve as a liaison between staff, guests, and senior management, ensuring clear and consistent communication.

Prepare detailed shift reports, highlighting key events and recommendations for improvement.

Communicate guest feedback to relevant departments to enhance service delivery.

Promotion of Services & Amenities

Inform guests about hotel amenities, dining options, and local attractions.

Encourage participation in on-site activities and promotions.

Support upselling initiatives by recommending room upgrades and packages.

Compliance & Standards Enforcement

Conduct inspections to ensure adherence to health, safety, and hygiene standards.

Monitor compliance with brand guidelines in service delivery and property presentation.

Address any non-compliance issues promptly to uphold hotel standards.

Operational Oversight

• Supervise daily activities across departments such as Front Office, Housekeeping, and Food & Beverage to ensure smooth operations.
• Conduct regular property walkthroughs to maintain cleanliness, safety, and service standards.
• Address and resolve operational challenges promptly, coordinating with relevant department heads

Guest Relations & Service Recovery

• Act as the primary point of contact for guest inquiries, complaints, and special requests, ensuring timely and satisfactory resolutions.
• Engage with VIP guests to provide personalized experiences and manage special arrangements.
• Follow up with guests post-resolution to ensure continued satisfaction.

Staff Supervision & Support

• Lead and support staff across various departments, providing guidance and resources needed for effective performance.
• Conduct briefings to communicate updates, expectations, and policies.
• Monitor staff performance, offering on-the-spot coaching and feedback.

Emergency Response & Safety Management

• Coordinate responses to emergencies such as medical incidents, power outages, or security threats.
• Ensure compliance with emergency protocols, including evacuation and safety measures.
• Document incidents thoroughly and communicate with senior management as needed.

Communication & Reporting

• Serve as a liaison between staff, guests, and senior management, ensuring clear and consistent communication.
• Prepare detailed shift reports, highlighting key events and recommendations for improvement.
• Communicate guest feedback to relevant departments to enhance service delivery.

Promotion of Services & Amenities

• Inform guests about hotel amenities, dining options, and local attractions.
• Encourage participation in on-site activities and promotions.
• Support upselling initiatives by recommending room upgrades and packages.

Compliance & Standards Enforcement

• Conduct inspections to ensure adherence to health, safety, and hygiene standards.
• Monitor compliance with brand guidelines in service delivery and property presentation.
• Address any non-compliance issues promptly to uphold hotel standards.

Education

Diploma or degree in Hospitality Management or a related field.

Experience

Minimum of 3 years in hotel front office operations, with at least 1 year in a supervisory or managerial role.

Technical Skills

Proficiency in property management systems (e.g., Opera), MS Office Suite, and familiarity with front office operations.

Soft Skills

Strong leadership qualities, excellent communication and interpersonal skills, problem-solving abilities, and a customer-focused mindset.

Language Proficiency

Fluent in English; additional language skills are advantageous.

Personal Attributes

Well-groomed appearance, ability to work under pressure, adaptability, and a positive attitude.