Duty Manager

Renaissance Hotels; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hotel chain is seeking a Guest Relations employee in Kuala Lumpur to ensure exceptional service and guest satisfaction. Responsibilities include processing check-ins, addressing guest needs, and training team members. The ideal candidate should have experience in customer service, strong communication skills, and the ability to work in a fast-paced environment. This role is vital in creating positive experiences for guests and maintaining the hotel's high standards of hospitality.

Qualifications

• Experience in customer service roles, preferably in hospitality.
• Strong communication skills to interact effectively with guests.
• Ability to manage guest needs and resolve issues promptly.

Responsibilities

• Process guest check-ins and ensure smooth arrival experiences.
• Anticipate and address guest service needs in a timely manner.
• Assist in training and motivating team members.

Skills

Customer service

Communication

Conflict resolution

Teamwork

Job description

Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room.

Assist management in training, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Address guests' service needs in a professional, positive, and timely manner.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Assist other employees to ensure proper coverage and prompt guest service.

Thank guests with genuine appreciation and provide a fond farewell.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically‑impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.