Duty Manager

Swiss-Garden International Hotels, Resorts & Inns (A member of OSK Group); Genting Highlands; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Performance bonuses

Health insurance

Staff housing/Accommodation allowance

Meals during duty shifts

Training programs & certifications

Annual leave

Job summary

Swiss-Garden International Hotels, Resorts & Inns in Genting Highlands is seeking an experienced Duty Manager to lead the Front Office & Guest Services during shifts. You will oversee check-ins, guest satisfaction, and cross-department coordination to uphold our high service standards.

The role requires 3–5 years' front office management in 4- or 5-star hotels, strong leadership, and excellent English communication. Malaysian labour laws apply.

Qualifications

• Minimum 3–5 years' experience in front office management or duty manager role in 4- or 5-star hotel environments.
• Proven expertise in guest services, problem-solving and conflict resolution.
• Strong leadership and team management skills with ability to motivate diverse teams.
• Excellent English; knowledge of additional languages (Malay, Mandarin) is advantageous.

Responsibilities

• Oversee front office and guest service operations during shifts.
• Manage check-ins/check-outs and room assignments with accuracy.
• Resolve guest complaints promptly and professionally to maintain satisfaction.
• Lead front office, housekeeping and on-duty staff, providing guidance.

Skills

Front office management

Guest services

Leadership

Communication skills

Education

Hotel Management Certification

Tools

PMS software

MS Excel

Job description

About the role

Swiss-Garden International Hotels, Resorts & Inns is seeking an experienced Duty Manager to join our Front Office & Guest Services team at our prestigious resort location in Genting Highlands, Pahang. This is a full-time position that plays a crucial role in ensuring exceptional guest experiences and seamless day-to-day operations. As Duty Manager, you will be the senior on-duty representative responsible for overseeing all hotel operations during your shift, maintaining service excellence, and ensuring guest satisfaction whilst managing staff and operational challenges. This strategic role is essential to upholding our reputation for outstanding hospitality and maintaining the high standards Swiss-Garden International is known for.

Key responsibilities

• Oversee all front office and guest service operations during assigned shifts, ensuring smooth and efficient service delivery
• Manage guest check-ins, check-outs and room assignments, ensuring accuracy and timeliness
• Address and resolve guest complaints and concerns promptly and professionally, maintaining guest satisfaction and loyalty
• Supervise and lead front office, housekeeping and other operational staff on duty, providing guidance and support
• Monitor and maintain service standards in line with Swiss-Garden International's quality guidelines and brand promises
• Handle emergency situations and security concerns, coordinating with relevant departments and authorities as needed
• Manage reservations, room allocations and special requests to optimise occupancy and guest experience
• Conduct regular property inspections to ensure cleanliness, maintenance and compliance with health and safety standards
• Prepare and submit daily reports on operations, incidents and staffing matters to management
• Manage cash handling and billing procedures, ensuring accuracy and financial compliance
• Coordinate with other departments (housekeeping, maintenance, food & beverage) to ensure seamless operations
• Train and mentor front office staff, promoting professional development and service excellence

What we’re looking for

• A minimum of 3-5 years' experience in a front office management or duty manager role within a 4-star or 5-star hotel environment
• Proven expertise in guest services, problem-solving and conflict resolution
• Strong leadership and team management skills with the ability to motivate and supervise diverse teams
• Excellent communication skills in English; knowledge of additional languages (Malay, Mandarin) is advantageous
• Proficiency with hotel management systems (PMS) and computer applications
• Sound knowledge of hotel operations, including front office procedures, housekeeping coordination and revenue management
• Outstanding customer service orientation with a genuine passion for delivering exceptional guest experiences
• Ability to remain calm and composed under pressure whilst handling multiple priorities simultaneously
• Strong organisational and administrative skills with meticulous attention to detail
• Flexibility to work shifts, including evenings, weekends and public holidays as required
• Certification in Hotel Management or Front Office Management is preferred
• Knowledge of health, safety and security protocols in hospitality settings

What we offer

• Competitive salary package commensurate with experience and qualifications
• Attractive performance bonuses and incentives based on operational achievements
• Comprehensive health insurance coverage for you and your family
• Staff accommodation or accommodation allowance, subject to terms and conditions
• Complimentary meals during duty shifts and staff dining privileges
• Opportunities for professional development and advancement within a growing hospitality group
• Access to training programmes and certifications to enhance your skills and career prospects
• Annual leave and statutory holiday entitlements in accordance with Malaysian labour laws
• Staff discount on room rates and facilities across Swiss-Garden properties
• A supportive and inclusive work environment that values diversity and teamwork

About us

Swiss-Garden International Hotels, Resorts & Inns is a member of the OSK Group and operates a portfolio of distinguished hospitality properties across Malaysia. With a reputation built on excellence, innovation and genuine hospitality, Swiss-Garden International is committed to delivering memorable experiences to our guests whilst fostering a culture of professionalism and care amongst our team members. Our properties are known for their exceptional service standards, luxurious facilities and warm, welcoming atmosphere. We believe our success is driven by our dedicated team members who embody our values of integrity, excellence and guest-centricity. We are an equal opportunities employer and welcome applications from all qualified candidates.