Duty Manager

Johnson Matthey; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Jora Malaysia is seeking a senior staff member to oversee the daily operations of a hotel’s Front Desk, ensuring smooth service and guest satisfaction during the assigned shift. This role serves as the main contact for staff and guests, manages issues, supervises team members, and enforces Front Office standards.

The incumbent will lead Front Desk activities, respond to guest feedback, and act on behalf of the Front Office Manager when needed.

Responsibilities

• Oversee the daily operations of the Front Desk and maintain high service standards.
• Serve as a liaison for staff and guests, managing issues and supervising the Front Office team.
• Ensure smooth operation of the Front Office and uphold hotel policies and standards.
• Handle guest complaints and act on behalf of the Front Office Manager in their absence.

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.

A senior staff member responsible for overseeing the daily operations of a business, ensuring smooth functioning and customer satisfaction during a specific shift. They act as a point of contact for both staff and customers, managing issues, supervising staff, and maintaining company standards. This is where they maintaining operations and resolving problems is essential.

RESPONSIBILITIES:

1. Responsible for overall administration and operation of the Front Desk and to maintain a high and consistent standard of service in line with the administration policies of the Front Office Manager.

2. Performs the role of a service team leader for an outstanding service for guests at all time and have a supervisory role over all Front Office team members within the hotel and a liaison role with all other departments.

3. He/ she is responsible for the smooth operation of the Front Office department and should spend most of his/her time at the “Heart” of the Front Office operation and be present in the lobby area, acting as a “hands on” manager.

4. He/she will be responsible for following up guest complaints pertaining to the Front Desk and will be required to act on behalf of the Front Office Manager in his/her absence.

5. Ability to maintain and develop an elegantly appointed environment, with superior staff, dedicated to an attentive, distinctive experience for all operation periods. Develops close relationship to all guests and enhance the guest experience by providing personalized service.