Duty Manager

Job Summary

The Duty Manager is responsible for overseeing the hotel's daily operations during the assigned shift, ensuring smooth operations, guest satisfaction and effective coordination between departments.

Key Responsibilities

Oversee the hotel's daily operations during the assigned shift.

Act as the management representative on duty and ensure smooth coordination between departments.

Welcome and engage with guests, particularly VIPs, repeat guests and special occasions.

Handle guest feedback, complaints and service recovery in a professional and timely manner.

Monitor Front Office operations including check-in, check-out and guest requests.

Coordinate with Housekeeping, F&B, Engineering, Security and other departments to resolve operational issues.

Ensure hotel facilities and guest areas are maintained to the required standards.

Monitor occupancy, arrivals, departures and other daily operational matters.

Conduct regular checks of public areas and guest facilities.

Ensure proper handover and communication between shifts.

Take appropriate action during emergencies or operational incidents and escalate to management when required.

Support the Front Office team in maintaining service and guest experience standards.

Ensure compliance with hotel and Accor policies, procedures and standards.

Prepare shift reports and record any incidents or outstanding matters for follow-up.

Assist with training and coaching of team members when required.

Perform other duties as assigned by the Rooms Division / Management.

Diploma or Degree in Hospitality Management or a related field.

Minimum 3 years of experience in Front Office or hotel operations.

Previous experience in a Duty Manager or supervisory role is preferred.

Good knowledge of hotel operations and guest services.

Strong communication, leadership and problem-solving skills.

Confident in handling guest complaints and operational situations.

Able to work independently and make sound decisions during the shift.

Positive, responsible and service-oriented attitude.

Good command of English; additional languages are an advantage.

Willing to work shifts, weekends and public holidays.

Open to Malaysian candidates only; preferably local Sarawakian.