Duty Manager

Join the Shama Suasana Johor Bahru Team

With thoughtfully designed serviced suites in prime locations across Asia, Shama offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional stay, we provide residents and guests who choose us a home away from home they will never forget. Shama Suasana Johor Bahru, nestled in the heart of Johor Bahru, blends modern comfort with Malaysian hospitality, serving long-stay travelers, business professionals, and families exploring the vibrant Straits region.

If you appreciate the impact of welcoming stays on communities and guests, you may be just the person we are looking for to work as a Shama Team Member. Because it's with Shama where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Duty Manager Role

The Duty Manager assists the Front Office Manager in the administration and management of all Front Office operations to ensure profitability, control costs, and quality standards, delivering total guest satisfaction. This role efficiently coordinates the day-to-day operation of the Welcome Desk and Guest Relations division, providing leadership at the frontline level.

What will I be doing

As the Duty Manager, you will be responsible for performing the following tasks to the highest standards:

Team Leadership & Development

• Provide clear verbal/written direction, observe performance, and encourage growth.
• Interview, select, train, supervise, evaluate, counsel, and discipline Front Office staff per team handbook, Malaysian Employment Act, and HR guidelines.
• Act as coach/mentor, lead by example, facilitate training sessions/onboarding, conduct PDRs/one-on-ones, and support succession for high-potentials.
• Motivate teams, maintain discipline, and innovate service improvements.

Guest Service & VIP Handling

• Deliver warm arrivals, check-in guests (confirm details, loyalty programs, payments), escort to rooms, explain facilities, and handle luggage.
• Manage VIPs/groups, profiles/preferences, complaints (resolve + follow-up), and promote Shama loyalty benefits.
• Serve as first contact for VIPs/corporate guests, liaising with Sales/Reservations.

Operations & Front Desk Management

• Monitor lobby traffic, assign staff, allocate rooms (sales-focused), and review reservations/amenities.
• Coordinate with Housekeeping, F&B, Accounts; conduct briefings/handovers/meetings.
• Cover as Duty/Night Manager; keep Front Office Manager updated.

Admin, Financial & Reporting

• Update systems (inventory/groups/rates), compute payroll/schedules/forecasts, analyze data.
• Handle daily functions: checklists, trace reports, credit checks, billing accuracy, police reports.
• Manage cash/credit policies, floats/drops, safety boxes, outstanding accounts, rebates/discounts, and cost control for revenue maximization.
• Prepare/verify reports (registrations, financials); track competitors and local attractions (e.g., Legoland, Johor Premium Outlets).

Compliance & Safety

• Apply Shama brand standards, maintain clean/functional Front Desk/systems.
• Comply with health/safety/fire/emergency regs; support Fire Team.
• Adhere to demand pricing, security policies; perform other duties as assigned.

What are we looking for

A Duty Manager at Shama Suasana Johor Bahru works on behalf of our guests and with fellow Team Members. To succeed, maintain these attitudes, behaviors, skills, and values:

• Able to read, write, speak, and understand English (Bahasa Malaysia and Mandarin a plus) to communicate effectively.
• Skilled in handling internal/external customers with patience, tact, and diplomacy to resolve conflicts.
• Strong interpersonal skills for overall guest satisfaction.
• Excellent mathematical skills to interpret operational numbers.
• Thorough organization and supervisory abilities.
• Proficient in task completion under pressure during peak periods.

What will it be like to work for Shama Suasana Johor Bahru

Shama is a leading serviced suite brand, offering stylish, home-like stays for extended visits. For years, we've delivered exceptional comfort, service, and value to business and leisure travelers. Our vision to spread warmth and belonging unites us in creating remarkable experiences dailyand our Team Members make it happen!