Front Office Duty Manager: Guest Experience Leader

Hilton; Perak; On-site; MYR 72,000 - 108,000; Full time

Job summary

Hilton in Malaysia is seeking a Duty Manager to support the Front Office Manager in overseeing all Front Office operations and Guest Relations. You will lead the Welcome Desk team, ensure profitability, control costs, and maintain Hilton standards while delivering total guest satisfaction.

You must communicate clearly in English, handle guest and staff interactions with tact, and guide the team through high-pressure periods.

Qualifications

• Able to read, write, speak and understand English to communicate effectively with guests and employees.
• Able to effectively deal with internal and external customers, using patience, tact and diplomacy to resolve conflicts.
• Strong interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to interpret numbers in hotel operations.
• Thorough organization and supervisory skills.

Responsibilities

• Coordinate day-to-day Front Office operations and Welcome Desk activities.
• Lead, train, and evaluate Front Office team members; manage disciplinary actions as needed.
• Monitor lobby traffic and assign staff as required.
• Review VIP reservations and ensure proper handling of VIPs and groups.
• Input inventory and reservations data; oversee rate changes for in-house guests.
• Prepare daily and weekly forecasts of arrivals and departures; manage payroll and schedules.

Skills

Front Office management

Guest relations

VIP handling

Staff supervision

Job description

Hilton in Malaysia is seeking a Duty Manager to support the Front Office Manager in overseeing all Front Office operations and Guest Relations. You will lead the Welcome Desk team, ensure profitability, control costs, and maintain Hilton standards while delivering total guest satisfaction.

You must communicate clearly in English, handle guest and staff interactions with tact, and guide the team through high-pressure periods.