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Kuala Lumpur, Malaysia, Wilayah Persekutuan Kuala Lumpur, Malaysia


  • Kuala Lumpur, Malaysia
  • Rooms Division
  • Full time
  • Closing at: Oct 31 2022 at 23:55 +08



Duty Manager will report to the Front Office Manager and forms part of the Front Office leadership team who collectively delivers exceptional guest experiences.  The primary responsibilities for this position are to ensure the comfort and satisfaction of Hotel guests through liaison between them and other departments.

We are looking for individuals who have an exceptional knowledge of the Front Office operation and are able to demonstrate a strong work ethic and people-management skills.

The Role of the Duty Manager

  • To maintain order and ensure guest satisfaction
  • Be fully conversant with the Hotel operations as a whole
  • Takes on the responsibility to check on the maintenance, cleanliness of the property, uphold staff discipline and be participative as an ERT member on emergency preparedness
  • Be an ambassador for the hotel team and provide support as needed throughout all departments in support of efficient hotel operations and a memorable guest experience.


Key Functions – Duty Manager

  • Greet, bid farewell, monitor and coordinate movement of all VIP guests
  • Handles guest complaints diligently and professionally and provide good feedback to the guests on satisfaction
  • Follows up on any special requests form guests as per instructions received from Front Office Manager and higher management
  • Responsible for the night audit process
  • Reports in the Duty Manager’s Log, any incidents for the Management’s attention and follow up with decisions made
  • Enforces the hotel’s credit policy by monitoring requests for paid-outs, cash advances and personal cheques
  • Checks high balance report of in-house guests, monitors credit limits and be the first line of contact when discussing matters on credit with guests
  • To perform Night Audit process
  • Responsible for handling lost and found (valuables only) by maintaining detailed records and liaising with Housekeeping
  • Organizes Duty Manager’ s meeting with FOM to discuss any operational matters
  • Patrols the Hotel premises regularly to ensure safety and security practices are being strictly adhered to
  • Be well versed with accident and incident reporting procedures and takes an active role in being a liaison person to assist guest on such issues
  • Be well versed with the emergency preparedness procedures and takes appropriate actions in the role of an ERT member
  • Assists in conducting site inspections during weekend, public holidays and when necessary 
  • Ensures Lobby Management strictly and in the areas of Guest Relations, Front Desk and Concierge     



Preferred Qualifications And Skills

  • Degree or Diploma in Hospitality Management from leading hotel schools
  • Minimum 5 years working experience in hospitality or tourism related industry, preferably in Front Office operations of deluxe international properties
  • Minimum 3 years in a managerial level in a deluxe international property
  • CPR/AED and First Aid certified
  • Excellent communication skills
  • Strong leadership skills and well versed in the entire Front Office operation
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Passionate, committed and meticulous


Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:

Malaysia work authorization is required for this position.

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.

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