Duty Manager

Sama-Sama Hotel, KL international Airport; Sepang; On-site; MYR 50,000 - 70,000; Full time

Job summary

Sama-Sama Hotel, KL International Airport is seeking a proactive Duty Manager on duty to oversee hotel operations and ensure seamless service across departments. You will monitor guest experience, coordinate with department heads, manage safety procedures, and lead the team during shifts to uphold service standards.

You will also handle emergencies, document incidents, assist with financial controls, and maintain effective communication and reporting to senior management to drive continuous

Responsibilities

• Act as the Manager on Duty during assigned shifts.
• Monitor the overall operation of the hotel and ensure all departments are functioning effectively.
• Conduct regular hotel inspections, including public areas, guest floors, restaurants, back-of-house areas and facilities.
• Ensure that operational standards and hotel SOPs are consistently followed.
• Coordinate with department heads and supervisors to address operational issues promptly.
• Ensure guests receive a high standard of service throughout their stay.
• Handle guest complaints, requests and service recovery professionally and promptly.
• Personally attend to VIPs, special guests and sensitive guest situations when required.
• Follow up on guest complaints to ensure appropriate resolution.
• Empower employees to resolve guest issues within approved service recovery guidelines.
• Monitor arrivals, departures, room availability, room status and occupancy.
• Ensure VIP rooms and special arrangements are properly prepared.
• Support Front Office during peak periods and operational challenges.
• Monitor room discrepancies and coordinate with Housekeeping for timely room release.
• Ensure smooth coordination between Front Office, Housekeeping, Engineering and other relevant departments.
• Maintain overall awareness of hotel safety and security.
• Respond immediately to emergencies, accidents, medical incidents, fire alarms and other critical situations.
• Ensure established emergency procedures are followed.
• Liaise with Security, Engineering and relevant authorities when necessary.
• Ensure incidents are properly documented and reported to management.
• Provide leadership and guidance to employees during the shift.
• Monitor employee grooming, punctuality, conduct and adherence to hotel standards.
• Address operational and disciplinary issues appropriately and escalates serious matters to the relevant Department Head/HR.
• Ensure adequate manpower deployment according to business requirements.
• Motivate employees and maintain a professional and positive working environment.
• Monitor cash handling and ensure compliance with financial procedures.
• Approve transactions, discounts, complimentary items and adjustments within delegated authority.
• Monitor potential revenue leakage and report irregularities.
• Ensure proper documentation of financial and operational incidents.
• Protect hotel assets and ensure company resources are used appropriately.
• Maintain effective communication with all departments.
• Conduct or participate in daily operational briefings.
• Ensure important information is communicated during shift handovers.
• Complete the Duty Manager/MOD log accurately.
• Report significant incidents, complaints and operational issues to senior management.
• Follow up on outstanding issues until appropriate closure.

Job description

Act as the Manager on Duty during assigned shifts.

Monitor the overall operation of the hotel and ensure all departments are functioning effectively.

Conduct regular hotel inspections, including public areas, guest floors, restaurants, back-of-house areas and facilities.

Ensure that operational standards and hotel SOPs are consistently followed.

Coordinate with department heads and supervisors to address operational issues promptly.

B. Guest Experience

Ensure guests receive a high standard of service throughout their stay.

Handle guest complaints, requests and service recovery professionally and promptly.

Personally attend to VIPs, special guests and sensitive guest situations when required.

Follow up on guest complaints to ensure appropriate resolution.

Empower employees to resolve guest issues within approved service recovery guidelines.

C. Front Office & Rooms Division

Monitor arrivals, departures, room availability, room status and occupancy.

Ensure VIP rooms and special arrangements are properly prepared.

Support Front Office during peak periods and operational challenges.

Monitor room discrepancies and coordinate with Housekeeping for timely room release.

Ensure smooth coordination between Front Office, Housekeeping, Engineering and other relevant departments.

D. Safety & Security

Maintain overall awareness of hotel safety and security.

Respond immediately to emergencies, accidents, medical incidents, fire alarms and other critical situations.

Ensure established emergency procedures are followed.

Liaise with Security, Engineering and relevant authorities when necessary.

Ensure incidents are properly documented and reported to management.

E. People Management

Provide leadership and guidance to employees during the shift.

Monitor employee grooming, punctuality, conduct and adherence to hotel standards.

Address operational and disciplinary issues appropriately and escalates serious matters to the relevant Department Head/HR.

Ensure adequate manpower deployment according to business requirements.

Motivate employees and maintain a professional and positive working environment.

F. Financial & Business Controls

Monitor cash handling and ensure compliance with financial procedures.

Approve transactions, discounts, complimentary items and adjustments within delegated authority.

Monitor potential revenue leakage and report irregularities.

Ensure proper documentation of financial and operational incidents.

Protect hotel assets and ensure company resources are used appropriately.

G. Communication & Reporting

Maintain effective communication with all departments.

Conduct or participate in daily operational briefings.

Ensure important information is communicated during shift handovers.

Complete the Duty Manager/MOD log accurately.

Report significant incidents, complaints and operational issues to senior management.

Follow up on outstanding issues until appropriate closure.