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Duty Manager

Malaysia, Melaka Employment contract · Job Posted May 20, 2026
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Job Responsibility

  • Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided
  • Represents property management in resolving any guest or property related situation
  • Manages the flow of questions and directs guests within the lobby
  • Serves as Guest Relations Manager and handles the tracking of service issues
  • Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
  • Communicates any variations to the established norms to the appropriate department in a timely manner
  • Sends copy of MOD report to all departments on a daily basis
  • Strives to improve service performance
  • Ensures compliance with all policies, standards and procedures
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
  • Understands and complies with loss prevention policies and procedures
  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
  • Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
  • Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved
  • Empowers employees to provide excellent customer service
  • Provides immediate assistance to guests as requested
  • Serves as a leader in displaying outstanding hospitality skills
  • Sets a positive example for guest relations
  • Responds to and handles guest problems and complaints
  • Ensures employees understand customer service expectations and parameters
  • Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
  • Participates in the development and implementation of corrective action plans to improve guest satisfaction
  • Records guest issues in the guest response tracking system
  • Participates as needed in the investigation of employee and guest accidents
  • Observes service behaviors of employees and providing feedback to individuals
  • Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
  • Celebrates successes and publicly recognizes the contributions of team members
  • Ensures employees are cross-trained to support successfully daily operations
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process
  • Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Requirements

  • High school diploma or GED
  • 4 years experience in the guest services, front desk, housekeeping, or related professional area
  • OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
  • 2 years experience in the guest services, front desk, housekeeping, or related professional area

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