Hotel Duty Manager

About our client:

A luxury boutique hotel featuring 38 curated rooms inspired by aviation, spacious stays, and first-class comforts, nestled in Kempas, Johor Bahru.

Key Responsibilities:

Guest Experience & Service Excellence
– Oversee all guest touchpoints, ensuring warm welcomes, smooth check-ins/outs, and personalized experiences.
– Handle VIPs, repeat guests, and special requests, ensuring high levels of satisfaction.
– Address and resolve guest complaints promptly with effective service recovery.
– Monitor guest feedback through surveys, reviews, and direct interactions, and take action to improve service.

Team Leadership & Supervision
– Lead, train, and motivate guest services associates (front desk, concierge, bellmen, lobby ambassadors).
– Develop shift schedules, assign duties, and ensure SOP compliance.
– Conduct regular team briefings and coaching sessions to maintain service standards.
– Foster a guest-centric culture with a strong focus on hospitality excellence.

Operations Management
– Ensure smooth daily operations at the front office, concierge, and lobby.
– Coordinate with Housekeeping, F&B, Reservations, and other departments for guest requests.
– Maintain accurate records of reservations, guest profiles, and billing.
– Assist with upselling and promotion of hotel services, packages, and loyalty programs.

Administration & Reporting
– Prepare daily guest services reports, including occupancy, VIP lists, and service highlights.
– Monitor and control departmental expenses within budget.
– Ensure compliance with safety, security, and brand standards.
– Contribute to performance reviews and recommend training needs.

Requirements:

• Diploma/Degree in Hospitality Management or related field.
• 3–5 years of experience in Front Office/Guest Services, with at least 1–2 years in a supervisory role.
• Strong leadership, interpersonal, and communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficiency in hotel PMS (e.g., Opera, Fidelio) and MS Office tools.
• Multilingual skills are an advantage.
• Flexible to work shifts, weekends, and public holidays.

Please note that only shortlisted candidates will be contacted.

For more information, you may reach out to Cheryl Soh via email (cheryl.soh@peoplelake.asia) or WhatsApp (+6018-772 3437)