Duty Manager

Fraser Place Puteri Harbour; Iskandar Puteri; On-site; MYR 6,000 - 10,000; Full time

Job summary

Fraser Place Puteri Harbour, part of Frasers Hospitality, is seeking a Duty Manager to oversee Front Office operations during shifts and ensure guest satisfaction.

You will lead frontline teams, manage check-ins, check-outs, cash handling, and coordinate with Housekeeping and Engineering to maintain service excellence. Proficiency in English and 2–3 years in supervisory role preferred. Fraser Place Puteri Harbour offers a global platform within a renowned hospitality group.

Qualifications

• Diploma or Degree in Hospitality Management, Hotel Management or Business Administration preferred.
• Minimum 2–3 years in Front Office Operations or a supervisory role.
• Strong English communication and interpersonal skills.
• Ability to lead cross-functional teams and manage emergencies.
• Experience handling guest inquiries, complaints and service recovery.

Responsibilities

• Oversee front office operations during shifts to ensure service excellence.
• Lead, train and coach Front Office associates to maintain high standards.
• Coordinate room allocations and guest requests efficiently.
• Manage cash handling, float control, and daily reconciliations.
• Handle guest feedback professionally and resolve issues promptly.
• Collaborate with Housekeeping, Engineering, Security and other departments.

Skills

Front Office leadership

Guest relations

Cash handling

Staff coaching

Shift management

Operational coordination

Communication skills

Team collaboration

Safety procedures

Education

Diploma or Degree in Hospitality Management/Hotel Management/Business Administration

Job description

Responsible for overseeing the smooth and efficient operation of the Front Office and hotel during assigned shifts, ensuring exceptional guest satisfaction and service excellence. The role provides professional and courteous assistance to guests, promptly addressing enquiries and resolving concerns while maintaining the highest standards of hospitality. The Duty Manager also ensures the accuracy of guest accounts, billing processes, and settlement documentation, while leading frontline teams to deliver a seamless and positive guest experience.

Key responsibilities

Deliver exceptional customer service and ensure a memorable guest experience at all times.

Oversee daily hotel operations during assigned shifts, ensuring all team members adhere to established standards, policies, and procedures.

Lead, train, coach, and support Front Office associates to maintain high levels of service quality and operational excellence.

Coordinate room allocations for arriving guests, taking into consideration guest preferences, special requests, and operational requirements.

Foster strong collaboration with Housekeeping, Engineering, Security, and other departments to ensure seamless hotel operations.

Ensure compliance with guest check-in procedures, security protocols, and safety standards, reporting any suspicious activities to the appropriate personnel.

Monitor and maintain Front Office and hotel logbooks, ensuring all entries are updated accurately and followed up in a timely manner.

Handle guest feedback, concerns, and complaints professionally, providing prompt and effective resolutions to enhance guest satisfaction.

Provide guests with accurate information regarding hotel facilities, services, promotions, local attractions, and activities.

Handle and oversee all cash transactions, including cash floats, cash collections, petty cash, and shift reconciliations, ensuring accuracy and compliance with hotel financial procedures.

Verify cash reports, perform spot checks, and promptly investigate any cash discrepancies, shortages, or irregularities.

Ensure all cash-handling activities are conducted securely and in accordance with company policies, internal controls, and audit requirements.

Prepare and submit daily DM logs/reports, highlighting operational performance, guest feedback, service recovery cases, incidents, and key activities during the shift.

Monitor and analyze daily occupancy levels, room availability, arrivals, departures, and VIP movements to support operational planning and decision‑making.

Promptly identify, document, and report security incidents, accidents, suspicious activities, or breaches of hotel policies.

Represent hotel management during emergencies, VIP arrivals, and significant operational events, ensuring that guest satisfaction and business continuity are maintained.

Monitor overall hotel performance during the shift and take proactive measures to uphold service, safety, and operational standards.

Perform any other duties and responsibilities assigned by Front Office Manager or Management from time to time.

About you

Diploma or Degree in Hospitality Management, Hotel Management, Business Administration, or a related field is preferred.

Relevant professional certifications in hospitality or customer service are an added advantage.

Minimum 2 to 3 years of experience in Front Office Operations, Guest Services, or a supervisory role within the hospitality industry.

Previous experience in a Duty Manager, Front Office Supervisor, Guest Relations Supervisor, or similar leadership position is preferred.

Experience in handling guest complaints, service recovery, and operational coordination is an advantage.

Ability to manage hotel operations and make sound decisions during emergencies and operational challenges.

Good communication and interpersonal skills with the ability to interact effectively with guests, employees, and management.

Knowledge of Front Office operations, guest relations, cashiering, and hotel procedures.

Ability to work independently and lead cross‑functional teams when required.

Willing to work shifts, weekends, public holidays, and extended hours when required.

Good command of spoken and written English; additional language proficiency is an advantage.

Hotel & Accommodation Services 51-100 employees

Fraser Place Puteri Harbour is one of the latest additions managed by Frasers Hospitality, the hospitality arm of Frasers Property Limited, which is a global hospitality operator with Gold-Standard serviced, hotel residences and boutique lifestyle hotels.

Since 1998, Frasers Hospitality have grown from an initial 412 residences in Singapore to more than 23,600 keys worldwide. We aim to anticipate and exceed customers’ evolving expectations through continuous innovation and intuitive service to deliver memorable experiences. With numerous awards adding to its achievements, Frasers continues to make its mark on the international hospitality scene with its strong vision for growth and exceptional service offerings.

Frasers Hospitality is a global leader in serviced, hotel residences and boutique lifestyle hotels with a collection of award‑winning offerings - Fraser Suites, Fraser Place, Fraser Residence, Modena by Fraser, Capri by Fraser, Malmaison and Hotel du Vin. With close to 148 properties spanning more than 80 key major cities across Asia, Australia, Middle East, Africa, and Europe, you are never too far from Frasers.

Overlooking the Puteri Harbour Marina in Iskandar Puteri, Fraser Place Puteri Harbour offers 297 tastefully designed and contemporary serviced apartments with modern amenities to ensure a comfortable and memorable stay for travellers. The property comes with a grand ballroom and meeting rooms, equipped with excellence meeting facilities and high-speed Wi‑Fi access, with a capacity of 600 persons, perfect for events and functions. Within the vicinity is a plethora of exciting theme attractions such as Legoland, making Fraser Place Puteri Harbour not only an ideal accommodation for business travellers, but also a convenient accommodation for leisure travellers.