Duty Manager

Accor; Sepang; On-site; MYR 60,000 - 90,000; Full time

Job summary

Accor in Sepang, Malaysia is seeking an experienced Duty Manager to oversee hotel operations and lead shifts, ensuring guest satisfaction and service excellence. You will motivate the Front Office and collaborate with Housekeeping, F&B, Maintenance, and others to maintain high standards.

Responsibility includes resolving guest inquiries, managing safety and compliance, and training the team. Flexibility to work evenings, weekends, and public holidays is required to deliver seamless guest

Qualifications

• Proven experience in a Duty Manager or Front Office leadership role.
• Strong customer service focus and guest experience driven.
• Excellent communication and interpersonal skills.
• Organizational skills with attention to detail.
• Ability to analyze occupancy data and KPIs.
• Ability to make decisions independently under pressure.

Responsibilities

• Lead and oversee all hotel operations during shifts.
• Support and motivate Front Office and other staff.
• Be first point of contact for guest inquiries and issues.
• Coordinate with Housekeeping, F&B, Maintenance and Security.
• Prepare shift reports with incidents and feedback.

Skills

Front Office leadership

Customer service focus

Communication skills

Organizational skills

Problem-solving

Decision making

Team leadership

Roster flexibility

Education

Manager's Certificate

First Aid Certificate

Tools

Hotel management systems

POS technology

Job description

We are seeking an experienced and dynamic Duty Manager to join our team in Sepang, Malaysia. In this pivotal leadership role, you will oversee hotel operations during your shift, ensuring seamless guest experiences and maintaining the highest standards of service excellence. As a key member of our management team, you will lead, motivate, and support your team while serving as the primary point of contact for guest inquiries and operational challenges. This is an excellent opportunity for a results-driven professional who thrives in a fast-paced environment and is committed to delivering exceptional customer service.

• Lead and oversee all hotel operations during assigned shifts, ensuring smooth coordination across all departments and maintaining operational excellence
• Support and motivate the Front Office team and other staff members, fostering a collaborative and positive work environment
• Act as the first point of contact for guest inquiries, requests, complaints, and feedback, resolving issues with professionalism, empathy, and efficiency
• Maintain high standards of presentation, cleanliness, service quality, and operational procedures throughout the property
• Coordinate seamlessly with Housekeeping, Food & Beverage, Maintenance, Security, and other departments to ensure integrated operations
• Monitor and enforce safety, security, and compliance procedures, ensuring all protocols are followed consistently
• Assist with training, coaching, and professional development of team members, providing constructive feedback and guidance
• Analyze occupancy data, revenue metrics, and guest satisfaction scores to support business goals and identify improvement opportunities
• Make decisive, transparent decisions during operational challenges, demonstrating strong problem-solving abilities and sound judgment
• Prepare and maintain accurate shift reports, documenting incidents, guest feedback, and operational updates for management review

Required Qualifications:

• Proven experience in a Duty Manager or Front Office leadership role within a hospitality environment
• Demonstrated passion for delivering exceptional customer service and creating memorable guest experiences
• Strong communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels
• Excellent organizational and time management abilities with strong attention to detail
• Proven problem-solving skills and the ability to remain calm, positive, and solutions-focused during high-pressure situations
• Confidence and capability to make decisions independently and lead a diverse team effectively
• Flexibility to work a rotating roster, including evenings, weekends, and public holidays
• Solid understanding of hotel operations, guest relations management, and multi-departmental coordination
• Knowledge of safety, security, and compliance procedures relevant to hospitality operations
• Ability to work under pressure while maintaining resilience and a customer-focused mindset

Preferred Qualifications:

• Current or ability to obtain a Manager's Certificate or equivalent hospitality management certification recognized in Malaysia
• Current First Aid Certificate or willingness to obtain one
• Experience with hotel management systems and point-of-sale technology
• Background in crisis management and conflict resolution
• Basic financial acumen and understanding of P&L principles
• Previous experience in a similar role within a mid-to-large scale hotel property