Senior Duty Manager — Front Office & Guest Experience

Holiday Inn; Johor Bahru; On-site; MYR 72,000 - 100,000; Full time

Benefits offered by this job

Staff discounts on facilities

Career progression

Training programmes

Flexible scheduling

Job summary

Holiday Inn Johor Bahru City Centre is seeking an experienced Duty Manager to join our Front Office & Guest Services team. This full-time position, based in Johor Bahru District, requires you to be the senior point of contact during your shift, overseeing hotel operations and delivering exceptional service.

You will manage staff, resolve guest issues, monitor occupancy and revenue, ensure policy compliance, and coordinate with departments to sustain our standards of hospitality and safety.

Qualifications

• 3–5 years in a hotel front office or guest services supervisory role.
• Proven leadership to manage a diverse team.
• Excellent customer service with a focus on guest satisfaction.
• Strong problem-solving and decision-making under pressure.
• Fluency in English; additional languages advantageous.
• Experience with hotel management systems and POS software.
• Professional appearance and strong communication skills.
• Knowledge of hospitality standards, health and safety regulations.
• Ability to work flexible shifts, including evenings, weekends and public holidays.
• First Aid certification desirable or hospitality management/customer service training preferred.

Responsibilities

• Oversee and supervise all front office and guest services operations during shifts.
• Provide exceptional guest service and resolve complaints promptly and professionally.
• Manage front desk staff, housekeeping, maintenance and other departments.
• Monitor room inventory, occupancy rates and revenue management procedures.
• Ensure compliance with hotel policies, procedures and brand standards.
• Handle cash management, POS and financial reconciliation.
• Respond to emergencies and implement safety protocols.
• Conduct staff briefings and communicate important information to team.
• Process guest check-ins/check-outs and coordinate reservations.
• Maintain shift reports and incident documentation.
• Undertake general administrative duties as assigned.

Skills

Leadership

Customer service

Problem solving

Communication

Decision making

Flexibility

Tools

Hotel management systems

POS software

Job description

Holiday Inn Johor Bahru City Centre is seeking an experienced Duty Manager to join our Front Office & Guest Services team. This full-time position, based in Johor Bahru District, requires you to be the senior point of contact during your shift, overseeing hotel operations and delivering exceptional service.

You will manage staff, resolve guest issues, monitor occupancy and revenue, ensure policy compliance, and coordinate with departments to sustain our standards of hospitality and safety.