Dynamic Duty Manager - Hotel Operations Lead

ibis, ibis Styles, ibis budget; Sepang; On-site; MYR 60,000 - 90,000; Full time

Job summary

ibis Sepang is seeking an experienced Duty Manager to lead hotel operations during shifts, ensuring guest satisfaction and high service standards.

You will motivate staff, handle guest inquiries, coordinate with departments, and uphold safety and compliance while driving occupancy and revenue.

A Manager's Certificate and hospitality experience are preferred; rosters include evenings and weekends in a dynamic hotel setting.

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.

Responsibilities

• 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.

Skills

Leadership

Customer service

Communication

Organizational skills

Problem solving

Decision making

Flexibility

Hotel operations

Guest relations

Safety procedures

Education

Manager's Certificate or equivalent

Tools

Hotel management systems

POS technology

Job description

ibis Sepang is seeking an experienced Duty Manager to lead hotel operations during shifts, ensuring guest satisfaction and high service standards.

You will motivate staff, handle guest inquiries, coordinate with departments, and uphold safety and compliance while driving occupancy and revenue.

A Manager's Certificate and hospitality experience are preferred; rosters include evenings and weekends in a dynamic hotel setting.