Front Office Duty Manager - Guest Experience Leader

RE - Kuala Lumpur (KULKM); Kuala Lumpur; On-site; MYR 78,000 - 112,000; Full time

Job summary

Regent Kuala Lumpur is seeking a Duty Manager to lead the Front Office shift, ensuring guests receive prompt, professional attention and personal recognition. You will supervise Reception colleagues and act as the main contact for guest and operational matters across the hotel.

Responsibilities include managing staffing, training on safety regulations, overseeing night audit, driving occupancy and upselling, and supporting the Director of Rooms in budget management.

Qualifications

• Bachelor's degree or higher in Hotel Management or related field.
• Minimum 2 years' Front Office or Guest Service experience, including supervisory level.
• Strong knowledge of front office systems, security and cash handling procedures.
• Excellent guest relations and problem resolution skills.
• Fluent English; other languages an advantage.

Responsibilities

• Manage day to day staffing requirements, plan and assign tasks, and set performance goals.
• Train team on laws and safety regulations and provide coaching and feedback.
• Oversee night audit and daily financial reports.
• Drive occupancy and ADR through walk-ins and upselling at the front desk.
• Ensure prompt service and personal recognition for guests; respond to feedback and complaints.
• Lead emergency procedures and be the manager on duty when required.
• Supervise front desk, reservations and porter teams.

Skills

Front Office

Staff Supervision

Guest Relations

Emergency Procedures

Education

Bachelor's degree in Hotel Management

Tools

Property Management System (PMS)

Job description

Regent Kuala Lumpur is seeking a Duty Manager to lead the Front Office shift, ensuring guests receive prompt, professional attention and personal recognition. You will supervise Reception colleagues and act as the main contact for guest and operational matters across the hotel.

Responsibilities include managing staffing, training on safety regulations, overseeing night audit, driving occupancy and upselling, and supporting the Director of Rooms in budget management.