Duty Manager

Forest City Hotel; Gelang Patah; Presencial; MYR 72.000 - 96.000; Tempo integral

Resumo da vaga

Forest City Hotel in Gelang Patah, Malaysia seeks a proactive Manager on Duty to lead daily hotel operations, coach staff, and ensure exceptional guest service. The role focuses on service excellence, staff development, and adherence to policies.

You will handle guest issues, manage shift handovers, and respond to emergencies, while aligning operations with financial and service goals. Fluent English and Bahasa Malaysia are required; Mandarin is a plus. Weekend work is expected.

Qualificações

• Minimum Diploma in Hospitality, Tourism, Business, or related field.
• 2–3 years of hotel operations experience in hospitality, with at least 1 year in a supervisory role.
• Commitment to delivering exceptional guest service.
• Excellent interpersonal, problem-solving, and leadership skills.
• Willingness to work weekends and public holidays.
• Fluent in English and Bahasa Malaysia; Mandarin is a plus.

Responsabilidades

• Provide on-the-job training, coaching, and mentoring to team members.
• Oversee daily operations to ensure quality and guest satisfaction.
• Serve as Manager on Duty and handle guest issues.
• Enforce hotel policies, SOPs, and service standards.
• Respond to emergencies or security concerns and escalate when needed.
• Maintain shift handover reports and incident logs.
• Gather guest feedback and drive continuous improvement.

Conhecimentos

Interpersonal skills

Problem solving

Leadership

Customer service

Formação

Diploma in Hospitality

Descrição da vaga

Provide on-the-job training, coaching, and mentoring to team members to enhance skills, service delivery, and adherence to company policies.

Monitor FOA workload distribution and provide backup during peak hours or understaffed shifts.

Monitoring and managing outstanding billing and financial transactions to ensure seamless guest service and accurate financial reporting.

Oversee daily operations to ensure quality, customer satisfaction, and effective resolution of complaints or disputes.

Supervise staffing and align department operations with service, operational, and financial goals to achieve or exceed targets.

Lead by example, using strong communication and interpersonal skills to inspire teamwork, trust, and professionalism among employees.

Provide exceptional customer service, addressing guest needs, handling complaints, and offering coaching and guidance to staff.

Maintain accurate shift handover reports and incident logs.

Respond to emergencies, incidents, or security concerns, and elevate as necessary.

Gather and respond to guest and staff feedback to drive continuous improvement, focusing on guest satisfaction in all meetings.

Enforce hotel policies, SOPs, and service standards at all times.

Serve as Manager on Duty, handling guest issues and performing other tasks as assigned by the superior.

Job Requirements

• Minimum Diploma in Hospitality, Tourism, Business, or related field.
• At least 2-3 years of experience in hotel operations in hospitality, with at least 1 year in a supervisory role.
• A passion of delivering exceptional levels of guest service.
• Excellent interpersonal, problem-solving, and leadership skills.
• Calm and professional under pressure, with strong decision-making abilities.
• Must be prepared to perform shift duties and work on weekends and public holiday.
• Fluent in English and Bahasa Malaysia; Mandarin is a plus.