Duty Manager

Furama Bukit Bintang; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent hotel in Kuala Lumpur seeks a skilled Front Office Manager to oversee operations, ensure guest satisfaction, and coordinate between departments. The role involves supervising staff, managing reservations, assisting VIP guests, and ensuring proper communication within the team. Ideal candidates will have strong operational management skills and a passion for customer service, along with experience in handling guest relations efficiently.

Qualifications

• Experience in managing front office operations.
• Ability to handle guest complaints professionally.
• Strong communication skills.

Responsibilities

• Manage effective Front Office operations during shifts.
• Ensure pre check-in procedures are followed.
• Liaise with other departments to ensure smooth operations.

Skills

Guest relations

Operational management

Supervision

Problem solving

Job description

To manage and ensure effective Front Office operation on administration, staff matters and operational activities during his/her shift of duty.

Responsibility and Authority

• Ensure that the pre check-in procedure is effectively carried out based on the set standard. That includes:
• Rooms for leisure groups are blocked 2 days in advance.
• Check guest’s arrival list one day in advance.
• Details of each reservation are printed on R-card.
• Check on day room’s assignment and ensure keys and other required documents are prepared.
• Room’s amenities and guest supplies are in order.
• VIP rooms are checked.
• Meet VIPs and other FITs and corporate guests at the main entrance and lobby.
• Assist VIP guests to their rooms and bid farewell upon departure.
• Attend to guests’ enquiries, problems and complaints promptly, efficiently and courteously to the satisfaction of guests and interest of the Hotel.
• Obtain feedback from guests and take actions accordingly or refer to the Front Office Manager for a decision when necessary.
• Promote in-house facilities.
• Check-in tour groups and co-ordinate on their requirement.
• Control the daily sale of rooms to maximize Hotel’s room revenue.
• Survey daily occupancy statistics of other hotels.
• Check and ensure that the Front Office and public areas are clean and in-order.
• Liaise closely with the Guest Service Manager and Reception Manager on operational matters.
• Co-ordinate with Housekeeping, Security and other departments for a smooth operation.
• Ensure sufficient manpower on his/her shift and the following shift for operation.
• Supervise staff under his/her charge.
• Provide on-the-job coaching and training.
• Ensure information are properly communicated to subordinates and peers through briefing and other means.
• Issue guest keys based on the Hotel’s keycard procedure.
• Ensure the night closing procedure is carried out.
• Supervise and execute the required emergency produces in the events of fire, power failure and other emergency situations.
• Perform maintenance work on the main computer systems.
• Check all R-cards of check-in guests during his / her shift before filing them into the folio well. He/ She shall pay special attention on wake-up call recorded, vouchers attached, billing instructions and special guest’s requests.
• Perform in-house credit check when assigned.
• In the absence of the Reception Manager, ensure month-end CityLedger transfer and the billings for Long Stay Guests on personal account are done within first 3 days of the following month.
• Make daily rounds of the Hotel and outside the building and check all public area and staff area regularly.
• Make daily rounds through all operating departments to increase visibility to guests and employees. He / She shall pay special attention in the main lobby area.