Duty Manager

Shangri-La Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury hotel chain located in Kuala Lumpur is seeking a dynamic Duty Manager to oversee front office operations, ensuring guest satisfaction and safety. This role includes leading the Emergency Response Team, addressing guest feedback, and collaborating with Housekeeping to maintain room readiness. The ideal candidate is proficient in English and Malay, has at least one year in a similar position, and possesses effective social skills. Malaysian or Malaysia Permanent Residence status is required.

Qualifications

• At least 1 year in a similar position.
• Willingness to work in shifts.
• Malaysian or Malaysia Permanent Residence status required.

Responsibilities

• Oversee front office operations and ensure guest satisfaction.
• Lead the Emergency Response Team for crisis management.
• Inspect lobby and public areas regularly.

Skills

Effective social skills

Proficient in oral and written English

Proficient in Malay

Additional language skills (Mandarin/Korean/Japanese)

Job description

Traders cater to savvy, passionate travelers who appreciate smart functionality and getting things done. Guests enjoy a blend of thoughtful simplicity with the warmth of Asian hospitality. No matter the purpose of the trip – work, rest, or play, each Traders offers a thoughtfully designed environment enabling guests to be focused on what really matters.

Located at the heart of the Kuala Lumpur city center,Traders Hotel by Shangri‑Lais looking for a dynamic, and multi‑skilled talent in delivering our Asian hospitality.

Department:Front Office

Reports To: Rooms Division Manager

Job Summary: Duty Manager is responsible to oversee front office operations, guest satisfaction, and emergency response while ensuring safety and service excellence.

Key Responsibilities:

• Maintain and update the Front Office/Reception manual to support hotel operations.
• Ensure guest and employee safety during emergencies, prioritizing the hotel’s interests.
• Address guest feedback promptly and coordinate with relevant departments for resolution.
• Lead the Emergency Response Team and handle crisis management for emergencies within the hotel.
• Oversee recovery and restoration process, supporting operational functions during emergencies.
• Handle emergency situations effectively and report incidents accurately either verbally or in writing.
• Exercise full decision‑making authority in the absence of the Rooms Division Manager/ Assistant Front Office Manager.
• Inspect the lobby and public areas regularly, taking corrective actions as needed.
• Collaborate with Housekeeping to resolve room discrepancies and maintain room readiness.
• Stay informed on daily arrivals, room blocks, guest departures, and conduct random room inspections.
• Personally welcome VIPs and returning guests, ensuring a memorable arrival and departure experience.

Skills and Qualifications:

• Proficient in oral and written English and Malay. Additional language i.e. Mandarin / Korean / Japanese a definite advantage.
• Performing a similar position for at least 1 year.
• Pleasant, effective social skills, and versatile.
• Willing to work in shift.
• Malaysian or Malaysia Permanent Residence only