Duty Manager (with F&B experience)

Hotel De'La Ferns; Tanah Rata; On-site; MYR 78,000 - 123,000; Full time

Job summary

Hotel De'La Ferns Cameron Highlands is seeking a Duty Manager to lead daily operations across departments, ensuring exceptional guest experiences. The role demands strong leadership, problem-solving, and the ability to coordinate Front Office, Housekeeping, and F&B during shifts.

The Duty Manager will supervise service delivery, handle guest inquiries, manage staff schedules, and oversee safety and emergency procedures to uphold our boutique hospitality standards.

Qualifications

• Strong leadership and guest-service orientation.
• Excellent communication and problem-solving skills.
• Experience in hotel operations preferred.
• Familiarity with hotel management systems (PMS/POS) is an advantage.

Responsibilities

• Oversee daily hotel operations across departments to ensure smooth service.
• Coordinate with F&B, Front Office, and Housekeeping during shifts.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Monitor safety, security, and emergency procedures to protect guests and staff.
• Provide training and guidance to front-line staff to maintain service quality.
• Manage shift schedules and staffing coverage to ensure adequate breaks and smooth operations.

Job description

Remember those childhood games where you were the organizer, ensuring everything ran smoothly? Now imagine doing it in a place where every guest's smile is your winning trophy! Hotel De'La Ferns in Cameron Highlands is on the lookout for a Duty Manager to turn everyday operations into extraordinary experiences. Join us and relive that childhood knack for making magic happen

Job Summary:

The Duty Manager is a key member of the hotel's management team, responsible for overseeing daily operations and ensuring exceptional guest experiences. This role requires strong leadership, problem-solving skills, and the ability to handle various situations with professionalism and efficiency.

Company Overview:

Nestled in the heart of the picturesque Cameron Highlands, Hotel De'La Ferns is a boutique gem, renowned for its timeless elegance and personalized service. Surrounded by lush greenery and mist-kissed landscapes, our hotel is a sanctuary where guests find solace in nature's embrace while experiencing the epitome of refined hospitality.

Key Responsibilities:

Operations Oversight & Backup:

Work with and coordinate daily activities across all departments (including F&B), together with the focus will be Room Division (FO & HK) to ensure smooth operations.

Act as the point of contact for any issues or emergencies that arise during the shift.

Be ready to jump in and assist in Front Office or Housekeeping or F&B to assist in operational breakdown or additional support needed during emergencies

Guest Services:

Provide exceptional customer service and address guest inquiries and concerns in a timely and professional manner.

Ensure all guest requests are handled promptly and efficiently.

Direct and guide front-line staff, including front desk agents, housekeeping, and maintenance teams.

Have briefing with room division department to communicate goals, objectives, and immediate feedbacks

Shift Management:

Oversee staffing schedules and assignments to ensure adequate coverage for all shifts.

Handle shift changes, breaks, and allocate resources effectively.

Address and resolve guest complaints or issues, finding suitable solutions to ensure guest satisfaction.

Mediate and resolve any conflicts or issues among staff members.

Revenue Management:

Monitor room rates, availability, and occupancy levels to optimize revenue.

Implement strategies to maximize room revenue through upselling, cross-selling, and yield management.

Online Review Management:

Implement strategies for online review solicitation and management to enhance the hotel's reputation.

Customer Recovery:

Address guest concerns or complaints promptly and professionally, ensuring a satisfactory resolution mainly during check out times, or anytime if arises

Safety and Security:

Enforce safety and security protocols to maintain a safe environment for guests and staff.

Conduct regular checks of the property to identify and address potential hazards.

Emergency Response:

Act as the first point of contact in the event of emergencies, coordinating response efforts and ensuring guest safety.

Implement emergency procedures and conduct regular drills.

FO, F&B and HK Oversight & Quality Assurance:

Monitor and uphold quality standards for service delivery, cleanliness, and maintenance throughout the hotel.

Assist in HK operations to ensure all rooms are up to hotel standards

Conduct regular inspections to ensure adherence to brand and hotel standards.

Training and Development:

Provide training, coaching, and mentorship to staff to enhance their skills and knowledge.

Identify opportunities for skill development and career advancement for team members.

Inventory and Supplies Management:

Oversee inventory levels for supplies and amenities, ensuring adequate stock levels are maintained.

Coordinate with relevant departments to restock supplies as needed.

What You need to succeed in this role

Customer Service Orientation

Communication Skills (Verbal and Written)

Leadership

Problem-Solving

Familiarity with IDB PMS and PoS system is additional advantage

Time Management

Empathy and Patience

Teamwork

Crisis Management

Decision-Making

Flexibility

Diplomacy and Tact

Multitasking

Knowledge of Hotel Operations

Safety and Security Protocols

Emergency Response Procedures

Inventory and Supply Management

Record Keeping and Reporting

Familiarity with Hotel Policies and Procedures

Sales Skills (in some cases)