Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
We are seeking an experienced and dynamic Duty Manager to join our team in Sepang, Malaysia. In this pivotal leadership role, you will oversee hotel operations during your shift, ensuring seamless guest experiences and maintaining the highest standards of service excellence. As a key member of our management team, you will lead, motivate, and support your team while serving as the primary point of contact for guest inquiries and operational challenges. This is an excellent opportunity for a results-driven professional who thrives in a fast-paced environment and is committed to delivering exceptional customer service.
Lead and oversee all hotel operations during assigned shifts, ensuring smooth coordination across all departments and maintaining operational excellence
Support and motivate the Front Office team and other staff members, fostering a collaborative and positive work environment
Act as the first point of contact for guest inquiries, requests, complaints, and feedback, resolving issues with professionalism, empathy, and efficiency
Maintain high standards of presentation, cleanliness, service quality, and operational procedures throughout the property
Coordinate seamlessly with Housekeeping, Food & Beverage, Maintenance, Security, and other departments to ensure integrated operations
Monitor and enforce safety, security, and compliance procedures, ensuring all protocols are followed consistently
Assist with training, coaching, and professional development of team members, providing constructive feedback and guidance
Analyze occupancy data, revenue metrics, and guest satisfaction scores to support business goals and identify improvement opportunities
Make decisive, transparent decisions during operational challenges, demonstrating strong problem-solving abilities and sound judgment
Prepare and maintain accurate shift reports, documenting incidents, guest feedback, and operational updates for management review
Qualifications
Required Qualifications:
Proven experience in a Duty Manager or Front Office leadership role within a hospitality environment
Demonstrated passion for delivering exceptional customer service and creating memorable guest experiences
Strong communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels
Excellent organizational and time management abilities with strong attention to detail
Proven problem-solving skills and the ability to remain calm, positive, and solutions-focused during high-pressure situations
Confidence and capability to make decisions independently and lead a diverse team effectively
Flexibility to work a rotating roster, including evenings, weekends, and public holidays
Solid understanding of hotel operations, guest relations management, and multi-departmental coordination
Knowledge of safety, security, and compliance procedures relevant to hospitality operations
Ability to work under pressure while maintaining resilience and a customer-focused mindset
Preferred Qualifications:
Current or ability to obtain a Manager's Certificate or equivalent hospitality management certification recognized in Malaysia
Current First Aid Certificate or willingness to obtain one
Experience with hotel management systems and point-of-sale technology
Background in crisis management and conflict resolution
Basic financial acumen and understanding of P&L principles
Previous experience in a similar role within a mid-to-large scale hotel property
