Duty Manager

Accor is seeking a highly organized and customer-focused Duty Manager in Kuala Lumpur, Malaysia. This role is crucial for ensuring smooth daily operations and maintaining high guest satisfaction. The Duty Manager will lead a team, manage front desk operations, handle guest issues, and ensure adherence to hotel policies. Accor fosters a diverse and inclusive workplace, offering career advancement and professional development opportunities globally, valuing passion and purpose in hospitality.

Must Have

• Conduct daily briefings and ensure effective communication
• Supervise and manage staff for exceptional service
• Review and analyze Front Desk workflows for efficiency
• Monitor rate variance reports for revenue control
• Collaborate on guest services and hotel operations
• Maintain accurate documentation of guest issues
• Handle guest complaints promptly and professionally
• Oversee check-in and check-out procedures
• Implement and enforce hotel policies and procedures
• Coordinate with other departments
• Conduct regular inspections of public areas and guest rooms
• Train and mentor new team members
• Bachelor's degree in Hotel Management or related field
• Minimum 2 years relevant experience in hospitality
• Excellent English communication skills
• Proficiency in MS Office suite
• Strong leadership and team management abilities
• Exceptional problem-solving and decision-making skills
• In-depth knowledge of hospitality industry standards
• Ability to work flexible hours (nights, weekends, holidays)
• Excellent interpersonal skills, customer-focused
• Detail-oriented, strong organizational and multitasking abilities
• Ability to remain calm and efficient under pressure

Good to Have

• Experience with property management systems (PMS)

Perks & Benefits

• Diverse and inclusive workplace
• Boundless opportunities for career advancement
• Professional development across the globe
• Caring environment and supportive team
• Opportunities to grow and fulfil yourself
• Discover other professions and pursue career opportunities
• Exclusive benefits specific to the sector and beyond
• Strong recognition for daily commitment

Company Description

At Accor, we believe that hospitality is a work of heart. We understand the ways in which individual passion for our work and a shared sense of accomplishment create a more rewarding experience for our guests. We foster this culture through a diverse and inclusive workplace that values the contribution of each and every member of our team. We are committed to taking positive action in terms of business ethics and integrity, responsible tourism, sustainable development, community outreach, and diversity and inclusion. With an expansive portfolio of iconic hotels and brands, Accor offers boundless opportunities for career advancement and professional development across the globe.

Join a team where you can be all you are, grow and create your path, work with purpose, and enjoy and feel valued.

This is a high-impact role with growth opportunities for an ambitious applicant. Make it your next move.

Job Description

We are seeking a highly organized and customer-focused Duty Manager to join our team in Kuala Lumpur, Malaysia. As a Duty Manager, you will play a crucial role in ensuring smooth daily operations and maintaining high standards of guest satisfaction in our establishment.

• Conduct daily briefings and ensure effective communication of important information to team members
• Supervise and manage staff to deliver exceptional service and meet departmental standards
• Review and analyze workflows at the Front Desk, suggesting improvements to enhance efficiency
• Monitor rate variance reports to ensure proper rooms revenue control and approve discounts when necessary
• Collaborate with the team on guest services and hotel operations
• Maintain accurate documentation of all guest-related issues using the logbook
• Handle guest complaints and resolve issues promptly and professionally
• Oversee check-in and check-out procedures, ensuring a seamless experience for guests
• Implement and enforce hotel policies and procedures
• Coordinate with other departments to ensure smooth interdepartmental operations
• Conduct regular inspections of public areas and guest rooms to maintain quality standards
• Train and mentor new team members to uphold service excellence

Qualifications

• Bachelor's degree in Hotel Management or related field
• Minimum of 2 years of relevant experience in the hospitality industry
• Excellent reading, writing, and oral communication skills in English
• Proficiency in MS Office suite, including Excel, Word, and PowerPoint
• Strong leadership and team management abilities
• Exceptional problem-solving and decision-making skills
• In-depth knowledge of hospitality industry standards and best practices
• Ability to work flexible hours, including nights, weekends, and holidays
• Excellent interpersonal skills with a customer-focused mindset
• Detail-oriented with strong organizational and multitasking abilities
• Ability to remain calm and efficient under pressure
• Experience with property management systems (PMS) preferred

Additional Information

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,

Join us and become a Heartist®.