Duty Manager

Kimberley Hotel Sdn Bhd; George Town; On-site; MYR 47,000 - 87,000; Full time

Job summary

Kimberley Hotel in Penang is seeking a dedicated guest relations and front office supervisor to oversee daily operations and ensure exceptional guest experiences. You will manage check-in/check-out, reservations, and guest services while guiding front desk staff to deliver professional service.

This role emphasizes problem solving, effective communication with other departments, and adherence to hotel policies to maintain high standards and guest satisfaction.

Qualifications

• Front desk operations supervision and guest services experience.

Responsibilities

• Oversee front desk operations including check-in/check-out, reservations, and guest services to ensure smooth operations and satisfaction.
• Handle guest complaints and resolve conflicts promptly and professionally.
• Provide training and support to front office staff to maintain high performance and adherence to policies.

Job description

Guest Relations: Ensure exceptional customer service by addressing guest concerns, providing information, and resolving issues promptly and professionally.

Operations: Supervise and coordinate front desk operations, including check-in/check-out procedures, reservations, and guest services, to ensure smooth operations and guest satisfaction.

Staff Management: Supervise front office staff, including receptionists and security, by providing guidance, training, and support to ensure high performance and adherence to policies and procedures.

Shift Management: Oversee daily shift operations, including effectively managing the duty roster, assigning tasks, monitoring staff performance, and ensuring adequate coverage to meet guest needs.

Financial Management: Assist in managing front office budgets, monitoring expenses, and identifying cost-saving opportunities to contribute to the financial performance of the property.

Problem Solving: Handle guest complaints and resolve conflicts in a timely and effective manner, escalating issues to management as needed.

Inventory Management: Keep track of inventory at the front desk and raise purchase requisition according to the operation needs.

Optimize Revenue: Monitor room availability and work with housekeeping and maintenance teams to ensure rooms are clean and ready for guests. Assist with managing the hotel's online booking systems and reservations. Work with F&B when handling group bookings or function hall events with rooms requirement.

Record Keeping: Maintain accurate records and reports related to front desk operations.

Communication: Maintain open and effective communication with other departments to ensure seamless guest experiences and efficient operations. Participate in regular meetings with hotel management to discuss operations and guest feedback.

Training and Development: Provide training and development opportunities for front office staff to enhance their skills and knowledge, fostering a culture of continuous improvement and excellence.

Reviews Management: Engage with hotel guests to provide good reviews to improve and strengthen the Hotel’s image.

Safety and Security: Ensure compliance with safety and security policies and procedures, including emergency response protocols, to ensure the safety and well-being of guests and staff.

Adherence to Policies: Ensure that all staff adhere to company policies and procedures, as well as relevant laws and regulations.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Hotel & Accommodation Services 11-50 employees

Kimberley Hotel is a newly refurbished hotel with 116 rooms located right in the middle of Heritage Georgetown. We are a start up company aiming to service young and elder generation of local and foreign visitors who are passion about the heritage and historical sites of Georgetown. We are targeting low to middle income group of tourists who are keen to explore Penang Island and most imporatantly the great heritage cultural and architectual buildings left over from our older generation.

Kimberley Hotel is a newly refurbished hotel with 116 rooms located right in the middle of Heritage Georgetown. We are a start up company aiming to service young and elder generation of local and foreign visitors who are passion about the heritage and historical sites of Georgetown. We are targeting low to middle income group of tourists who are keen to explore Penang Island and most imporatantly the great heritage cultural and architectual buildings left over from our older generation.