Duty Manager

Kimberley Hotel Georgetown; George Town; On-site; MYR 30,000 - 54,000; Full time

Job summary

Kimberley Hotel Georgetown is seeking a proactive Front Office Supervisor to lead guest relations and front desk operations in Penang. You will supervise reception, coordinate reservations, manage staff, and ensure compliance with policies to deliver exceptional service and smooth daily operations.

Responsibilities include handling guest concerns, supervising shifts, monitoring budgets, and collaborating with housekeeping, maintenance, and F&B for group bookings and events.

Responsibilities

• 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.

Skills

Guest relations

Front desk operations

Staff supervision

Shift management

Budget awareness

Problem solving

Inventory management

Revenue optimization

Record keeping

Interdepartmental communication

Training and development

Reviews management

Safety and security

Policy adherence

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.