Duty Manager

Holiday Inn Johor Bahru City Centre; Johor; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Staff discounts on hotel facilities

Flexible scheduling where possible

Career progression within InterContin

National & international hotel group

Job summary

Holiday Inn Johor Bahru City Centre is seeking an experienced Duty Manager to join our Front Office & Guest Services team. This is a full-time position based in Johor Bahru District, Johor.

You will be the senior point of contact during your shift, overseeing all hotel operations and ensuring exceptional service to our guests. The role requires 3–5 years in a supervisory front office or guest services position, strong leadership, and proficiency with hotel management systems and POS software.

Qualifications

• 3–5 years' experience in a hotel front office or guest services supervisory role.
• Proven leadership skills to manage a diverse team effectively.
• Excellent customer service with a focus on guest satisfaction.
• Strong problem-solving ability and decision-making under pressure.
• Proficiency in hotel management systems and POS software.
• Fluency in English; additional languages advantageous.
• Ability to work flexible shifts, including evenings, weekends, and holidays.
• Certification or training in hospitality management or customer service preferred.
• First Aid certification desirable.

Responsibilities

• Oversee and supervise all front office and guest services operations during assigned shifts.
• Provide exceptional guest service and resolve complaints or concerns promptly and professionally.
• Manage and coordinate the activities of front desk staff, housekeeping, maintenance and other departments.
• Monitor and control room inventory, occupancy rates and revenue management procedures.
• Ensure compliance with hotel policies, procedures and brand standards at all times.
• Handle cash management, point-of-sale systems and financial reconciliation.
• Respond to emergency situations and implement appropriate protocols and safety procedures.
• Conduct staff briefings and communicate important information to team members.
• Process guest check-ins and check-outs, manage reservations and coordinate special requests.
• Maintain detailed records and prepare shift reports and incident documentation.
• Undertake general administrative duties and other responsibilities as assigned by management.

Skills

Leadership

Customer service

Problem solving

Hotel management systems

POS software

English fluency

Job description

About the role

Holiday Inn Johor Bahru City Centre is seeking an experienced Duty Manager to join our Front Office & Guest Services team. This is a full-time position based in Johor Bahru District, Johor. As Duty Manager, you will be the senior point of contact during your shift, overseeing all hotel operations and ensuring exceptional service delivery to our guests. This role is integral to maintaining our high standards of hospitality and operational excellence, acting as a key decision-maker who will manage staff, resolve guest issues, and ensure smooth day-to-day operations.

Key responsibilities

Oversee and supervise all front office and guest services operations during assigned shifts

Provide exceptional guest service and resolve complaints or concerns promptly and professionally

Manage and coordinate the activities of front desk staff, housekeeping, maintenance and other departments

Monitor and control room inventory, occupancy rates and revenue management procedures

Ensure compliance with hotel policies, procedures and brand standards at all times

Handle cash management, point-of-sale systems and financial reconciliation

Respond to emergency situations and implement appropriate protocols and safety procedures

Conduct staff briefings and communicate important information to team members

Process guest check-ins and check-outs, manage reservations and coordinate special requests

Maintain detailed records and prepare shift reports and incident documentation

Undertake general administrative duties and other responsibilities as assigned by management

What we're looking for

At least 3-5 years' experience in a hotel front office or guest services supervisory role

Proven leadership skills with the ability to motivate and manage a diverse team effectively

Excellent customer service skills with a strong focus on guest satisfaction

Strong problem-solving ability and the capacity to make sound decisions under pressure

Proficiency in hotel management systems and point-of-sale software

Fluency in English; additional languages are advantageous

Professional appearance and excellent communication skills, both written and verbal

Knowledge of hospitality standards, health and safety regulations, and emergency procedures

Ability to work flexible shifts, including evenings, weekends and public holidays

Certification or training in hospitality management or customer service is preferred

First Aid certification is desirable

What we offer

Holiday Inn Johor Bahru City Centre offers a competitive benefits package designed to support your career development and wellbeing. We provide opportunities for professional growth through training programmes and career progression pathways within our international hotel group. Our team enjoys a positive work environment with staff discounts on hotel facilities, competitive remuneration, and flexible scheduling where possible. We are committed to maintaining a healthy work-life balance for all our employees and provide support for your personal and professional development. We foster an inclusive workplace culture where every team member is valued and recognised for their contributions.

About us

Holiday Inn Johor Bahru City Centre is a well-established hotel brand dedicated to providing exceptional accommodation and hospitality services in the heart of Johor Bahru. As part of the InterContinental Hotels Group, we are committed to delivering outstanding guest experiences, maintaining the highest standards of service and creating a welcoming environment for travellers from around the world. Our mission is to be the preferred choice for business and leisure guests, and we achieve this through our dedicated team members who embody our core values of excellence, integrity and genuine care for our guests. We pride ourselves on our reputation for quality service, modern facilities and a vibrant hotel culture.