Duty Manager

Holiday Inn; Johor Bahru; On-site; MYR 72,000 - 100,000; Full time

Benefits offered by this job

Staff discounts on facilities

Career progression

Training programmes

Flexible scheduling

Job summary

Holiday Inn Johor Bahru City Centre is seeking an experienced Duty Manager to join our Front Office & Guest Services team. This full-time position, based in Johor Bahru District, requires you to be the senior point of contact during your shift, overseeing hotel operations and delivering exceptional service.

You will manage staff, resolve guest issues, monitor occupancy and revenue, ensure policy compliance, and coordinate with departments to sustain our standards of hospitality and safety.

Qualifications

• 3–5 years in a hotel front office or guest services supervisory role.
• Proven leadership to manage a diverse team.
• Excellent customer service with a focus on guest satisfaction.
• Strong problem-solving and decision-making under pressure.
• Fluency in English; additional languages advantageous.
• Experience with hotel management systems and POS software.
• Professional appearance and strong communication skills.
• Knowledge of hospitality standards, health and safety regulations.
• Ability to work flexible shifts, including evenings, weekends and public holidays.
• First Aid certification desirable or hospitality management/customer service training preferred.

Responsibilities

• Oversee and supervise all front office and guest services operations during shifts.
• Provide exceptional guest service and resolve complaints promptly and professionally.
• Manage front desk staff, housekeeping, maintenance and other departments.
• Monitor room inventory, occupancy rates and revenue management procedures.
• Ensure compliance with hotel policies, procedures and brand standards.
• Handle cash management, POS and financial reconciliation.
• Respond to emergencies and implement safety protocols.
• Conduct staff briefings and communicate important information to team.
• Process guest check-ins/check-outs and coordinate reservations.
• Maintain shift reports and incident documentation.
• Undertake general administrative duties as assigned.

Skills

Leadership

Customer service

Problem solving

Communication

Decision making

Flexibility

Tools

Hotel management systems

POS software

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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

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.