Guest Experience Duty Manager - Shift Leader

ibis, ibis Styles, ibis budget; Sepang; On-site; MYR 50,000 - 75,000; Full time

Job summary

ibis Sepang, part of the Accor network, seeks an experienced Duty Manager to lead hotel operations during shifts in Sepang, Malaysia. You will mentor Front Office staff, coordinate with Housekeeping and F&B, and resolve guest inquiries with professionalism while maintaining safety and service standards.

The role requires a proactive leader who can analyse occupancy and guest feedback to drive improvements and deliver exceptional service in a fast-paced environment.

Qualifications

• Proven experience in a Duty Manager or Front Office leadership role within a hospitality environment
• Strong communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels
• Flexibility to work a rotating roster, including evenings, weekends, and public holidays

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

Job description

ibis Sepang, part of the Accor network, seeks an experienced Duty Manager to lead hotel operations during shifts in Sepang, Malaysia. You will mentor Front Office staff, coordinate with Housekeeping and F&B, and resolve guest inquiries with professionalism while maintaining safety and service standards.

The role requires a proactive leader who can analyse occupancy and guest feedback to drive improvements and deliver exceptional service in a fast-paced environment.