Guest Experience & Hotel Operations Leader

Hilton; Kuah; On-site; MYR 89,000 - 134,000; Full time

Job summary

Hilton in Malaysia is seeking a Duty Manager to oversee daily hotel operations and ensure outstanding guest service across all departments. You will coordinate front desk activities, manage staff, and uphold hotel standards to deliver a seamless guest experience.

The role requires leadership, strong problem-solving, and the ability to respond quickly to changing situations, including nights, weekends, and holidays. Fluency in English is essential, with additional languages considered a plus.

Qualifications

• Proven background in front office or hotel operations, ideally in a supervisory or managerial role.
• Strong team management skills with the ability to motivate staff and drive service excellence.
• Excellent communication and problem-solving skills; able to handle complaints professionally.
• Proficient in hotel PMS and familiar with standard operational procedures.
• Calm under pressure and responsive to changing priorities or schedules.
• Fluent in English; additional languages are a plus.
• Flexible to work nights, weekends, and holidays.

Responsibilities

• Manage daily hotel operations: Oversee front desk, staffing, room inventory, guest service, and policy compliance.
• Delight our guests: Bring an upbeat and friendly attitude to all guest interactions, respond promptly to inquiries, and resolve issues.
• Assist across departments: Step in to support operational roles as needed, including bell service or front desk coverage during breaks or high-volume periods.
• Monitor the property: Conduct walkthroughs to assess safety, security, and service quality, addressing issues promptly.
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions.
• Track and improve performance: Monitor guest satisfaction metrics (e.g., Qualtrics, Stay Experience), identify trends, and implement improvements as needed.
• Inspire and develop the team: Supervise and support team members, monitor performance, provide coaching, and foster a positive and productive work environment.

Skills

Front office experience

Team management

Guest service excellence

PMS familiarity

Fluent in English

Night/weekend flexibility

Tools

Hotel PMS

Job description

Hilton in Malaysia is seeking a Duty Manager to oversee daily hotel operations and ensure outstanding guest service across all departments. You will coordinate front desk activities, manage staff, and uphold hotel standards to deliver a seamless guest experience.

The role requires leadership, strong problem-solving, and the ability to respond quickly to changing situations, including nights, weekends, and holidays. Fluency in English is essential, with additional languages considered a plus.