SENIOR DUTY MANAGER

Hotel Casuarina Meru; Ipoh; On-site; MYR 90,000 - 120,000; Full time

Job summary

Hotel Casuarina Meru in Ipoh, Perak seeks an experienced Senior Duty Manager to lead the Front Office & Guest Services team and supervise daily operations. You will oversee check-ins, guest relations, and staff performance during your shift to uphold service standards.

This is a full-time role based in Ipoh with a focus on guest satisfaction and operational excellence. The ideal candidate has at least five years in a front office leadership role within hospitality, strong PMS and MS Office

Qualifications

• Minimum 5 years of experience in a front office or guest services leadership role within the hospitality industry.
• Strong knowledge of hotel operations, property management systems and front office procedures.
• Proven ability to manage and motivate a team in a fast-paced hospitality environment.
• Excellent communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels.
• Outstanding problem-solving capabilities and the ability to handle guest complaints tactfully and effectively.
• Strong attention to detail and accuracy in financial transactions and record-keeping.
• Proficiency in using property management systems and Microsoft Office applications.
• Fluency in English; additional languages such as Malay or Mandarin are advantageous.
• Flexibility to work shifts, including early mornings, late evenings and weekends.
• Professional appearance and demeanour with a commitment to delivering exceptional guest service.
• Certification in hospitality management or hotel operations is preferred.

Responsibilities

• Oversee all front office operations during assigned shifts, ensuring smooth check-ins, check-outs and guest inquiries are handled efficiently.
• Provide exceptional guest service and resolve guest complaints and concerns with professionalism and discretion.
• Supervise and direct front office staff, including receptionists and concierge personnel, ensuring compliance with hotel standards and procedures.
• Manage room availability, allocations and special requests, coordinating with housekeeping and other departments as needed.
• Monitor and maintain front office systems, including the property management system, ensuring accurate guest records and billing.
• Conduct regular briefings with team members to communicate hotel policies, promotions and operational updates.
• Perform financial reconciliation of guest accounts, cash handling and payment processing in accordance with hotel procedures.
• Maintain security protocols and guest confidentiality, ensuring all areas of the hotel remain secure.
• Identify and implement process improvements to enhance operational efficiency and guest satisfaction.
• Cover reception duties when necessary and assist with other front office tasks to ensure seamless operations.
• Report to management on daily operations, incidents and any issues requiring attention.

Skills

Front office leadership

Team management

Communication skills

Problem solving

Attention to detail

PMS experience

MS Office

English fluency

Malay/Mandarin advantageous

Education

Hospitality management certification

Tools

Property Management System (PMS)

Microsoft Office

Job description

About the role

Hotel Casuarina Meru is seeking an experienced Senior Duty Manager to join our dynamic Front Office & Guest Services team. This is a full-time position based in Ipoh, Perak, where you will play a crucial leadership role in ensuring exceptional guest experiences and smooth daily operations. As Senior Duty Manager, you will be responsible for overseeing all front office operations during your shift, managing guest relations, and leading your team to maintain the highest standards of hospitality service. This role is integral to our commitment to delivering outstanding customer service and maintaining operational excellence across the hotel.

Key responsibilities

• Oversee all front office operations during assigned shifts, ensuring smooth check-ins, check-outs and guest inquiries are handled efficiently
• Provide exceptional guest service and resolve guest complaints and concerns with professionalism and discretion
• Supervise and direct front office staff, including receptionists and concierge personnel, ensuring compliance with hotel standards and procedures
• Manage room availability, allocations and special requests, coordinating with housekeeping and other departments as needed
• Monitor and maintain front office systems, including the property management system, ensuring accurate guest records and billing
• Conduct regular briefings with team members to communicate hotel policies, promotions and operational updates
• Perform financial reconciliation of guest accounts, cash handling and payment processing in accordance with hotel procedures
• Maintain security protocols and guest confidentiality, ensuring all areas of the hotel remain secure
• Identify and implement process improvements to enhance operational efficiency and guest satisfaction
• Cover reception duties when necessary and assist with other front office tasks to ensure seamless operations
• Report to management on daily operations, incidents and any issues requiring attention

What we’re looking for

• Minimum 5 years of experience in a front office or guest services leadership role within the hospitality industry
• Strong knowledge of hotel operations, property management systems and front office procedures
• Proven ability to manage and motivate a team in a fast-paced hospitality environment
• Excellent communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels
• Outstanding problem-solving capabilities and the ability to handle guest complaints tactfully and effectively
• Strong attention to detail and accuracy in financial transactions and record-keeping
• Proficiency in using property management systems and Microsoft Office applications
• Fluency in English; additional languages such as Malay or Mandarin are advantageous
• Flexibility to work shifts, including early mornings, late evenings and weekends
• Professional appearance and demeanour with a commitment to delivering exceptional guest service
• Certification in hospitality management or hotel operations is preferred

What we offer

Hotel Casuarina Meru is committed to supporting our employees with competitive remuneration and a range of benefits designed to enhance your wellbeing and career development. We offer opportunities for professional growth within the hospitality sector, ongoing training and development programmes to enhance your skills, and a supportive work environment where your contributions are valued. Our team enjoys access to staff facilities, healthcare benefits, and flexible working arrangements where possible. We believe in fostering a positive workplace culture that promotes work-life balance and recognises the dedication of our team members. We are an equal opportunities employer and welcome applications from all qualified candidates.

About us

Hotel Casuarina Meru is a premier hospitality destination located in Ipoh, Perak, dedicated to providing guests with exceptional service and memorable experiences. With a commitment to excellence, we combine warm Malaysian hospitality with international standards to create a welcoming environment for both leisure and business travellers. Our team is passionate about delivering outstanding customer service and maintaining the highest levels of operational standards. We pride ourselves on our professional approach, attention to detail and commitment to creating a workplace where our employees thrive and feel valued.

OPPORTUNITY

Everybody is given equal opportunity to prove their capabilities in carrying their duties. Your potentials will not go unnoticed. CHM is committed to train and develop everyone of you.

TRAINING

Every opportunity will be given to assist you in improving your work related skills, industry knowledge and personal development through :

• On the job training
• In-house training
• Courses conducted by external trainers
• Courses conducted by MAHTEC

The Right Venue, The Right people to manage your event. A smart choice for all ocassions.

Casuarina@Meru is a new 146 guestrooms & suites Premier Business Hotel with modern and contemporary concept strategically located within the heart of Bandar Meru Raya. Just a walking distance from Terminal Amanjaya and Mydin Wholesale Hypermarket Meru Raya, it is also conveniently located for all travellers exiting the North-South Highway Toll at the Jelapang-Lumut-Chemor flyover heading towards Bandar meru Raya.

Casuarina Convention Centre is a pillarless ballroom and currently is the biggest in Ipoh. It can be divided into 3 separate halls, each with its own mobile stage. It is suitable for convention, exhibitions, seminars, conference, trade fairs, wedding, etc. It can easily accommodate 1,000 to 2,500 persons depending on the type of functions being carried out.