Hotel Operations Deputy Manager (Guest Experience)

Homesuite Hotels Sdn Bhd; West Coast Division; On-site; MYR 60,000 - 90,000; Full time

Job summary

Homesuite Hotels Sdn Bhd invites applications for an Assistant Duty Manager to support the Duty Manager in daily hotel and homestay operations. You will ensure smooth service delivery, supervise Front Office and Guest Services teams, and coordinate across departments to meet guest needs.

The role requires 2–3 years in hotel operations with supervisory experience, hands-on PMS use, and strong leadership. Fluency in Bahasa Malaysia and English is preferred; other languages are a bonus.

Qualifications

• 2–3 years in hotel or serviced residence operations with at least 1 year in a supervisory role (Front Office preferred).
• Hands-on experience with a Property Management System (PMS) and OTA channel managers.
• Strong leadership and decision-making under pressure.
• Excellent customer service and conflict resolution skills.
• Good command of Bahasa Malaysia and English; other languages are an advantage.

Responsibilities

• Assist the Duty Manager in overseeing daily hotel and homestay operations to ensure smooth service delivery.
• Supervise and support Front Office, GSA and Customer Service teams during daily operations.
• Monitor daily arrivals, departures, room status, guest requests, VIP arrangements and operational matters.
• Conduct shift briefings and daily operational updates, including staff coaching and SOP implementation.
• Monitor staff attendance, punctuality, grooming, discipline and compliance with SOPs.
• Handle and follow up on guest enquiries, complaints and escalated service issues professionally.
• Coordinate with Housekeeping, Maintenance, Reservations, Finance and other departments to resolve operational issues.
• Monitor check-in/check-out, self-check-in, room readiness and other Front Office procedures and transactions.
• Ensure proper use of PMS, IDB and other systems, with accurate reporting and documentation.
• Take operational charge when the Duty Manager is unavailable and escalate appropriately.

Skills

Leadership

Guest Service

Operations

Tools

PMS

Job description

Homesuite Hotels Sdn Bhd invites applications for an Assistant Duty Manager to support the Duty Manager in daily hotel and homestay operations. You will ensure smooth service delivery, supervise Front Office and Guest Services teams, and coordinate across departments to meet guest needs.

The role requires 2–3 years in hotel operations with supervisory experience, hands-on PMS use, and strong leadership. Fluency in Bahasa Malaysia and English is preferred; other languages are a bonus.