Duty Manager (Hotel Indigo Kuala Lumpur On The Park)

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hotel group in Kuala Lumpur is seeking a Duty Manager for Hotel Indigo Kuala Lumpur On The Park. The role involves overseeing the front office operations, managing staff, and ensuring exceptional guest services. You'll develop strategies to increase hotel occupancy and handle day-to-day budgeting and financial reporting. The ideal candidate will possess excellent leadership skills, experience in hotel management, and a passion for customer satisfaction.

Qualifications

• Experience in hotel management roles, preferably in a similar capacity.
• Strong communication and interpersonal skills.
• Ability to handle guest complaints promptly and effectively.

Responsibilities

• Oversee daily operations of the hotel.
• Manage team staffing requirements and performance goals.
• Ensure compliance with hotel policies and safety regulations.
• Analyze discounts and revenue reports for financial management.
• Provide mentoring and training to team members.

Skills

Leadership

Customer Service

Budget Management

Conflict Resolution

Training and Development

Job description

Duty Manager (Hotel Indigo Kuala Lumpur On The Park)

Hotel: Kuala Lumpur on the Park (KULPK), No. 5, Jalan Puncak, Lorong P. Ramlee Banda, 50250

• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Works with Superior and Director of Finance in the preparation and management of the Department’s budget
• Checks billing instructions and monitors guest credit
• Ensures front line staff complies with FIT marketing techniques and maximize sales

People:

• Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provides input for Front Office meetings
• Supervises and directs Reception and Reservations personnel.
• Supports and assists Front Office personnel and all departments at peak periods
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Reports directly to and communicates with the Assistant Room Division Manager on all pertinent matters affecting guest service and hotel operations
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Responds to guest needs and resolves related problems.
• Promotes inter-hotel sales and in-house facilities

Responsible business:

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure rooms revenue control
• Takes action with the Property Management Systems (PMS) in emergency situation
• Fully conversant with all hotel emergency procedures.
• Perform other duties as assigned.

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