Guest Experience & Hospitality Duty Manager

Forest City Hotel; Gelang Patah; On-site; MYR 72,000 - 96,000; Full time

Job summary

Forest City Hotel in Gelang Patah, Malaysia seeks a proactive Manager on Duty to lead daily hotel operations, coach staff, and ensure exceptional guest service. The role focuses on service excellence, staff development, and adherence to policies.

You will handle guest issues, manage shift handovers, and respond to emergencies, while aligning operations with financial and service goals. Fluent English and Bahasa Malaysia are required; Mandarin is a plus. Weekend work is expected.

Qualifications

• Minimum Diploma in Hospitality, Tourism, Business, or related field.
• 2–3 years of hotel operations experience in hospitality, with at least 1 year in a supervisory role.
• Commitment to delivering exceptional guest service.
• Excellent interpersonal, problem-solving, and leadership skills.
• Willingness to work weekends and public holidays.
• Fluent in English and Bahasa Malaysia; Mandarin is a plus.

Responsibilities

• Provide on-the-job training, coaching, and mentoring to team members.
• Oversee daily operations to ensure quality and guest satisfaction.
• Serve as Manager on Duty and handle guest issues.
• Enforce hotel policies, SOPs, and service standards.
• Respond to emergencies or security concerns and escalate when needed.
• Maintain shift handover reports and incident logs.
• Gather guest feedback and drive continuous improvement.

Skills

Interpersonal skills

Problem solving

Leadership

Customer service

Education

Diploma in Hospitality

Job description

Forest City Hotel in Gelang Patah, Malaysia seeks a proactive Manager on Duty to lead daily hotel operations, coach staff, and ensure exceptional guest service. The role focuses on service excellence, staff development, and adherence to policies.

You will handle guest issues, manage shift handovers, and respond to emergencies, while aligning operations with financial and service goals. Fluent English and Bahasa Malaysia are required; Mandarin is a plus. Weekend work is expected.