Company Description Crowne Plaza® Hotels & Resorts, part of IHG Hotels & Resorts, is a global brand focused on creating balanced experiences for travelers whose journeys blend work and leisure. The brand is dedicated to inspiring connection, collaboration, and well-being through thoughtful spaces and warm, unscripted service. Crowne Plaza supports guests through both milestone events and everyday moments, helping them feel a sense of belonging wherever they travel. As part of the IHG family, guests can enjoy added benefits and recognition through the IHG® One Rewards program.
Role Description The Duty Manager is a full-time, on-site role based at Crowne Plaza in WP. Kuala Lumpur. This role oversees day-to-day hotel operations during assigned shifts, ensuring smooth coordination between front office, housekeeping, food and beverage, and other departments. The Duty Manager responds to guest inquiries and concerns, resolves issues promptly, and ensures service standards are consistently met. Responsibilities include monitoring lobby and guest areas, managing check-in and check-out processes, supervising team members on shift, and supporting the implementation of brand policies and procedures. The role also involves handling emergency situations, preparing shift reports, and collaborating with senior management to maintain a safe, welcoming, and efficient environment.
Qualifications
- Experience in hotel operations or front office management, preferably in an international hotel or hospitality environment.
- Strong leadership, team supervision, and people management skills, with the ability to guide and support diverse teams.
- Excellent guest service, conflict resolution, and problem-solving skills to handle complex situations calmly and professionally.
- Effective communication skills in English and relevant local languages, with the ability to interact confidently with guests and colleagues.
- Solid organizational and time management abilities, including managing multiple tasks, prioritizing, and ensuring smooth shift handovers.
- Knowledge of hotel systems and basic IT skills (PMS, reservation platforms, MS Office) and familiarity with safety, security, and emergency procedures.
- Ability to work flexible hours, including evenings, weekends, and holidays, and maintain a professional appearance and demeanor.
- Diploma or degree in Hospitality Management, Business Administration, or a related field is an advantage; prior experience in a supervisory or duty manager role is highly beneficial.
