Duty Manager

Company Description Four Points By Sheraton Kuala Lumpur, Chinatown is a modern, midscale hotel located in the heart of Kuala Lumpur's historic Chinatown district. The Duty Manager is a full-time, on-site role based at Four Points By Sheraton Kuala Lumpur, Chinatown. This role oversees daily hotel operations during assigned shifts, including front office activities, guest services, and coordination with other departments to ensure a smooth and efficient guest experience. Responsibilities include handling guest check-ins and check-outs, resolving guest concerns promptly, monitoring lobby and public area standards, and supporting reservations and room allocation. The Duty Manager will guide and support team members on shift, ensure compliance with hotel policies and procedures, manage operational incidents, and escalate issues to senior management when necessary. The role also involves maintaining service quality, implementing brand standards, and contributing to operational reports and continuous improvement initiatives.

Qualifications

• Strong hospitality operations skills, including front office supervision, guest services coordination, and basic understanding of housekeeping and engineering workflows.
• Solid customer service and communication skills, with the ability to manage guest expectations, handle complaints professionally, and communicate clearly with diverse guests and team members.
• Leadership and people management capabilities, such as guiding shift teams, coaching staff, delegating tasks effectively, and promoting a collaborative, respectful work environment.
• Organizational and problem-solving skills, including attention to detail, ability to prioritize tasks in a fast-paced setting, and sound judgment in handling operational or safety incidents.
• Proficiency with hotel management systems (PMS), basic computer skills (MS Office or equivalent), and comfort working with digital tools and reporting dashboards.
• Relevant experience in hotel front office or guest services; prior experience as a supervisor or duty manager in hospitality is an advantage.
• Diploma or degree in Hospitality Management, Business, or a related field preferred, or equivalent work experience.
• Availability to work shifts, weekends, and public holidays as required, with a professional appearance and adherence to brand and safety standards.
• Fluency in English; proficiency in Malay and/or additional languages is an added advantage for interacting with a diverse guest profile.