DUTY MANAGER

Accor; Selangor; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading hospitality company in Malaysia seeks an experienced Duty Manager to ensure smooth operations and exceptional guest experiences. In this role, you will liaise with all departments, oversee the front office team, and address guest needs proactively. The ideal candidate has prior experience in a hotel environment, strong communication skills, and a dedication to delivering 5-star service. This position offers a vibrant working environment at one of our premier hotels, including opportunities for growth and development.

Benefits

Exclusive benefits and career opportunities

Inclusive work environment

Qualifications

• Previous experience as a Duty Manager, ideally in a hotel.
• Strong conflict resolution skills.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Liaise with all departments for coordinated operations.
• Welcome VIP guests and inspect VIP rooms.
• Ensure professional check-in and check-out experiences.

Skills

Exceptional communication and interpersonal skills

Proactive problem-solving

Time management

Attention to detail

Calm under pressure

Education

Previous Duty Manager experience

First Aid and CPR certification

Tools

Opera PMS

Job description

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status‑quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart.

Join us and become a Heartist®.

Job Description

• Liaise with all departments to ensure smooth and coordinated operations.
• Personally welcome and escort VIP guests; authorize courtesies and ensure VIP room inspections with Housekeeping.
• Maintain and regularly update guest profiles; ensure guest needs are anticipated and fulfilled.
• Ensure efficient and professional check-in and check-out experiences.
• Handle guest inquiries and complaints tactfully, ensuring timely follow-up and resolution.
• Supervise and support the Front Office team; conduct daily briefings and monitor service standards.
• Ensure team members adhere to all Human Resource and hotel policies.
• Review rate variances, billing instructions, and guest credit to ensure revenue control and accuracy.
• Manage full-house situations and coordinate guest relocations when necessary.
• Oversee lobby and driveway operations, ensuring accessibility, safety, and guest comfort.
• Log and report all security incidents and emergencies; ensure safety procedures are followed.
• Conduct Night Audit processes and ensure compliance with hotel standards.
• Communicate key operational updates and guest feedback to the Rooms Division Manager.
• Maintain knowledge of hotel facilities, F&B outlets, and emergency procedures.

Qualifications

• Previous Duty Manager experience, preferably within a hotel environment.
• Exceptional communication and interpersonal skills to build strong rapport with guests and colleagues.
• Confident and proactive problem-solver with strong conflict resolution abilities.
• Ability to remain calm and composed under pressure and in emergency situations.
• Excellent time management and multitasking skills in a fast‑paced service environment.
• High attention to detail with a genuine commitment to delivering 5‑star service.
• Experience with Opera PMS is preferred; First Aid and CPR certification is an advantage.

Additional Information

Your Team And Working Environment

Join our vibrant team at Mercure Kuala Lumpur Glenmarie, where collaboration and innovation thrive. Our welcoming property reflects a culture of excellence and hospitality, making every day an exciting and rewarding experience.

Our Commitment To Diversity & Inclusion

We are an inclusive company with a strong ambition to attract, recruit, and promote diverse talent. At Mercure Kuala Lumpur Glenmarie, we celebrate diversity and are committed to creating an inclusive environment for all employees.