Duty Manager

COBNB SDN. BHD.; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

COBNB SDN. BHD.

is seeking a Duty Manager in Kuala Lumpur to oversee daily hotel operations across assigned properties and coordinate with Front Office, Housekeeping, Maintenance and Guest Services to ensure smooth execution and high service quality. The role involves managing guest complaints, resolving operational issues, supervising on‑duty staff, and ensuring adherence to company standards and procedures.

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration or related field is an advantage.
• Minimum 2–4 years of experience in hospitality, hotel operations, serviced apartments or short‑term rental operations.
• Previous supervisory or team leadership experience preferred.
• Good understanding of Front Office operations, housekeeping coordination and guest service management.
• Familiarity with OTA platforms such as Airbnb, Booking.com and Agoda is an advantage.

Responsibilities

• Oversee and coordinate daily operations to ensure properties operate smoothly and efficiently.
• Monitor daily check-ins, check-outs, room readiness and housekeeping progress.
• Supervise on‑duty operational staff and ensure proper execution of tasks.
• Coordinate with Maintenance, Housekeeping and Guest Services to address issues and maintain facilities.
• Prepare and submit daily operational and incident reports and track outstanding tasks.
• Ensure compliance with SOPs, safety requirements and service standards.

Skills

Team Leadership

Problem-Solving

Communication

Guest Service Management

Education

Diploma or Bachelor's Degree in Hospitality Management or related field

Tools

Airbnb

Booking.com

Agoda

Job description

The Duty Manager is responsible for overseeing the daily operations of assigned properties and ensuring smooth operational execution, excellent guest experience and service quality.

The role serves as the key point of coordination between Front Office, Housekeeping, Maintenance, Guest Services and other operational departments to ensure that all operational matters are handled efficiently.

The Duty Manager is also responsible for managing guest complaints, resolving operational issues, supervising on-duty staff and ensuring compliance with company standards, policies and procedures.

Key Responsibilities

A. Daily Operations Management

Oversee and coordinate daily operations to ensure all assigned properties operate smoothly and efficiently.

Monitor daily check-ins, check-outs, room readiness and housekeeping progress.

Ensure units are properly prepared, inspected and ready for guest arrivals.

Conduct regular operational inspections to ensure cleanliness, functionality and compliance with company standards.

Monitor occupancy, operational demands and manpower deployment to ensure adequate operational coverage.

Ensure proper handover between shifts and follow up on outstanding operational matters.

B. Guest Experience & Service Recovery

Act as the escalation point for guest complaints, enquiries and service-related issues.

Ensure guest concerns are addressed promptly and professionally.

Coordinate with relevant departments to resolve issues affecting guest satisfaction.

Monitor guest feedback and online reviews across platforms such as Airbnb, Booking.com and Agoda.

Identify recurring guest complaints and recommend improvements to prevent similar incidents.

Ensure consistent delivery of quality guest service throughout the guest journey.

C. Team Supervision & Coordination

Supervise and provide guidance to on-duty operational staff.

Monitor staff attendance, punctuality, grooming and work performance.

Assign daily tasks and ensure proper execution by the respective teams.

Coordinate with Housekeeping, Maintenance and Guest Services to ensure timely completion of operational tasks.

Conduct shift briefings and ensure effective communication between teams.

Escalate manpower shortages, disciplinary concerns and performance issues to the relevant manager.

D. Property & Maintenance Management

Monitor property conditions and ensure all facilities, equipment and amenities are maintained in good working order.

Coordinate with the Maintenance team to ensure timely rectification of defects and breakdowns.

Follow up on outstanding maintenance requests and ensure appropriate closure.

Report property damages, safety hazards and potential operational risks.

Ensure proper control and safekeeping of company assets, keys and operational equipment.

E. Reporting & Administrative Duties

Prepare and submit daily operational reports, incident reports and shift handover reports.

Monitor operational issues and ensure proper documentation and follow-up.

Track guest complaints, maintenance cases and outstanding tasks.

Ensure operational records are accurate and updated.

Report significant incidents, service failures and operational risks to management promptly.

F. Compliance, Safety & Continuous Improvement

Ensure compliance with company SOPs, operational policies and service standards.

Monitor adherence to workplace health, safety and security requirements.

Handle emergency situations appropriately and coordinate with relevant parties when necessary.

Identify operational gaps and recommend process improvements.

Support management in implementing new operational initiatives and service improvement programmes.

Job Requirements

Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration or a related field is an advantage.

Minimum 2–4 years of experience in hospitality, hotel operations, serviced apartments or short‑term rental operations.

Previous experience in a supervisory or team leadership position is preferred.

Good understanding of Front Office operations, housekeeping coordination and guest service management.

Familiarity with OTA platforms such as Airbnb, Booking.com and Agoda is an advantage.

Strong leadership, problem‑solving and decision‑making abilities.

Excellent communication and interpersonal skills.

Able to work independently and manage multiple operational priorities.

Willing to work on rotational shifts, weekends and public holidays when required.