Duty Manager

Duty Manager

Role Summary

Under the guidance and supervision of the Room Division Manager and/or Front Office Manager, and within the established policies, procedures, and Operational Standards Manual (OSM) of Mövenpick Hotel & Convention Centre KLIA, the Duty Manager is responsible for ensuring the efficient day-to-day operation of the Front Office.

The incumbent provides personalized, courteous, efficient, and timely service to guests while promoting hotel products and services through effective up-selling techniques. Working collaboratively with the Front Office team and other departments, the Duty Manager strives to ensure every guest enjoys a memorable experience and leaves the hotel fully satisfied with the intention to return.

The Duty Manager must be thoroughly familiar with all Mövenpick corporate standards, local operating procedures, and service standards, ensuring they are consistently implemented and maintained. The role is also responsible for supervising Front Office operations, coaching team members, and supporting the Front Office Manager in achieving departmental objectives and guest satisfaction.

Primary Duties and Responsibilities

• Review and update the Front Office logbook at the beginning and end of each shift.
• Ensure all Front Office equipment is operational and report any defects promptly.
• Maintain a professional appearance, proper grooming, and a friendly, positive attitude at all times.
• Supervise and coordinate the daily Front Office operations to ensure smooth and efficient service delivery.
• Keep the Front Office Manager informed of operational issues, guest feedback, and significant incidents. In the absence of the Front Office Manager, report to the designated superior.
• Monitor employees' performance and provide coaching, guidance, and support to enhance service standards.
• Ensure compliance with Fire Safety, Emergency Response Team (ERT), and First Aid procedures.
• Handle guest complaints promptly, professionally, and effectively, escalating matters to the Front Office Manager when necessary.
• Implement and ensure compliance with the Front Office Operational Standards Manual (OSM).
• Perform duties in accordance with the hotel's operational standards, company values, and core behaviours.
• Remain fully informed of the daily "Talk of the Walk" briefing and communicate relevant