Duty Manager

Capri By Fraser Bukit Bintang; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job description

Ensure high levels of guest satisfaction through prompt, professional service.

Handle guest complaints, concerns, and requests efficiently and courteously.

Maintain a visible presence in the lobby and other public areas.

Ensure VIPs, repeat guests, and special requests are recognized and handled appropriately.

Supervise and support front office, housekeeping, F&B, and other operational departments during the shift.

Ensure all hotel policies, procedures, standards, and guidelines are followed.

Monitor daily operations and resolve issues that may arise across departments.

Conduct shift briefings and ensure smooth handovers between shifts.

Provide guidance, support, and leadership to staff on duty.

Report operational issues, staffing challenges, or guest complaints to relevant department heads.

Assist with cash handling, daily banking, and shift reports.

Authorize discounts, refunds, or complimentary services within policy limits.

Monitor room availability and collaborate with reservations and front office to manage overbooking situations.