Lead Front Office & Guest Services Duty Manager

Holiday Inn Johor Bahru City Centre; Johor; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Staff discounts on hotel facilities

Flexible scheduling where possible

Career progression within InterContin

National & international hotel group

Job summary

Holiday Inn Johor Bahru City Centre is seeking an experienced Duty Manager to join our Front Office & Guest Services team. This is a full-time position based in Johor Bahru District, Johor.

You will be the senior point of contact during your shift, overseeing all hotel operations and ensuring exceptional service to our guests. The role requires 3–5 years in a supervisory front office or guest services position, strong leadership, and proficiency with hotel management systems and POS software.

Qualifications

• 3–5 years' experience in a hotel front office or guest services supervisory role.
• Proven leadership skills to manage a diverse team effectively.
• Excellent customer service with a focus on guest satisfaction.
• Strong problem-solving ability and decision-making under pressure.
• Proficiency in hotel management systems and POS software.
• Fluency in English; additional languages advantageous.
• Ability to work flexible shifts, including evenings, weekends, and holidays.
• Certification or training in hospitality management or customer service preferred.
• First Aid certification desirable.

Responsibilities

• Oversee and supervise all front office and guest services operations during assigned shifts.
• Provide exceptional guest service and resolve complaints or concerns promptly and professionally.
• Manage and coordinate the activities of front desk staff, housekeeping, maintenance and other departments.
• Monitor and control room inventory, occupancy rates and revenue management procedures.
• Ensure compliance with hotel policies, procedures and brand standards at all times.
• Handle cash management, point-of-sale systems and financial reconciliation.
• Respond to emergency situations and implement appropriate protocols and safety procedures.
• Conduct staff briefings and communicate important information to team members.
• Process guest check-ins and check-outs, manage reservations and coordinate special requests.
• Maintain detailed records and prepare shift reports and incident documentation.
• Undertake general administrative duties and other responsibilities as assigned by management.

Skills

Leadership

Customer service

Problem solving

Hotel management systems

POS software

English fluency

Job description

Holiday Inn Johor Bahru City Centre is seeking an experienced Duty Manager to join our Front Office & Guest Services team. This is a full-time position based in Johor Bahru District, Johor.

You will be the senior point of contact during your shift, overseeing all hotel operations and ensuring exceptional service to our guests. The role requires 3–5 years in a supervisory front office or guest services position, strong leadership, and proficiency with hotel management systems and POS software.