Duty Manager

InterContinental Hotels Group; Kampung Padang; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading hospitality brand in Kuala Lumpur seeks a Front Office Manager to oversee guest services and team performance. Responsibilities include managing VIP interactions, enhancing guest satisfaction, and ensuring adherence to hotel standards. The ideal candidate will have a bachelor's degree and at least four years of experience in a management role. Excellent communication skills and a friendly demeanor are required. This position offers an engaging work environment focused on operational excellence.

Qualifications

• 4 years of Front Office/Guest Service management experience.
• Friendly demeanor with knowledge about IHG and F&B.
• Fully conversant with hotel emergency procedures.

Responsibilities

• Monitor Front Office personnel to ensure quality service for VIPs.
• Ensure prompt attention and personal recognition for guests.
• Analyze financial performance and assist with budget control.

Skills

Communication skills

Guest service experience

Knowledge of IHG brand

Leadership skills

Education

Bachelor’s degree in Hotel Management or Business Administration

Job description

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Monitors Front Office and Guest Relations personnel to ensure IHG members, known repeat guests, and VIPs receive special attention and recognition.
• Ensures prompt guest attention and personal recognition throughout the hotel by responding to guest needs and resolving issues efficiently.
• Greets, rooms, and sends off VIP guests, coordinating with Guest Relations for a seamless experience.
• Reviews guest feedback, identifies areas for improvement, and implements strategies to enhance guest satisfaction.
• Conducts regular checks on public areas, ensuring cleanliness, functionality, and adherence to brand standards.
• Assists in escorting VIPs or guests with special needs to their rooms or designated areas.
• Provides functional assistance and direction to all departments and coordinates cross-departmental communication.
• Reacts proactively to situations that impact guest experience or hotel operations.
• Supervises and supports Front Office, Reception, Club InterContinental Lounge, Instant Service and Reservations personnel during peak periods.
• Monitors guest billing instructions, reviews folios for accuracy, and ensures adherence to credit policies.
• Approves and oversees discounts, rebates, and rate variances to control room revenue effectively.
• Ensures the accurate and timely handling of guest arrivals, departures, and special requests.
• Ensures staff are trained, knowledgeable, and equipped with the tools and resources required to carry out their responsibilities.
• Conducts briefings and provides clear instructions to the team to align with daily operational priorities.
• Monitors staff conduct, uniforms, grooming, and hygiene to maintain professional standards.
• Identifies opportunities for staff development, daily briefing and coordinates training sessions to enhance team performance.
• Fully conversant with hotel emergency procedures and acts as the point of contact during emergencies.
• Takes immediate action in emergency situations, such as system failures or guest safety concerns.
• Liaises with security and other relevant teams to ensure the safety and security of guests and staff.
• Analyzes rate variance reports to ensure revenue control and adherence to pricing strategies.
• Supports inter-hotel sales and actively promotes in-house facilities to drive ancillary revenue.
• Tracks financial performance metrics such as guest spending and assists with budget control measures.
• Prepares and shares detailed shift reports, documenting incidents, guest feedback, and operational updates for management review (Duty Manager Log).
• Provides input during Front Office meetings to discuss performance trends, challenges, and improvements.
• Acts as the management representative during off-peak hours or in the absence of senior leadership.
• Promotes a culture of excellence and continuous improvement throughout the team.
• Support the Hotel Experience Champion and Loyalty Pending Update (LPU) reports.
• Performs other duties as assigned by the Front Office Manager or senior management.

What We Need From You

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration.
• 4 years of Front Office/Guest Service experience including management experience.
• Friendly and great knowledge about IHG brand and F&B outlet/ foods.
• Fully conversant with all hotel emergency procedures
• Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.
• Ensures front line staff complies with FIT marketing techniques and maximize sales.