Job Description

Description:Come and join us in our journey as We Care For People So They Can Be Their Best! We believe that being your best is about being your true self - engaged, fulfilled and ready to take on the world.Hyatt Place Kuala Lumpur, Bukit Jalil - marks the first Hyatt Place hotel in Malaysia. Located in Bukit Jalil, an affluent suburb located within the southern corridor of Kuala Lumpur, the hotel features 250 guestrooms, a three-meal restaurant, large Ballroom, 4 meeting rooms and flexible event space, Rooftop restaurant, a fitness centre, and a sky pool.We are currently looking for a Duty Manager to join us as we continue to embark this exciting journey with the hotel. This position reports to the Front Office Manager. Due to work permit restrictions, this position is only open for Malaysian Citizen and Permanent Resident of Malaysia.Main DutiesCustomer Service\xc2\xa7 Ensures the delivery of brand promise and provides exceptional guest service at all times by engaging with guests upon arrival and working with the guest throughout their stay.\xc2\xa7 Assists with Host duties and operational needs in all areas including Housekeeping and Food and Beverage\xc2\xa7 Handles all guest inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.\xc2\xa7 Ensure that Guest Satisfaction Survey (HySat) score is achieved or exceeds the corporate target.\xc2\xa7 Maintains positive working relationships with both guest and colleague.\xc2\xa7 Establishes a rapport with guests maintaining good customer relationships.Operational

• Supervises the Hosts of the hotel.
• Acts as Manager on Duty in the absence of the Front Office Manager and General Manager.
• Ensures that minimum brand standards have been implemented.
• Trains and coaches gallery host to carry out duties with brand standards.
• Works closely with the Front Office Manager - Guest Services and other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Works in a supportive and flexible manner with other departments, in a spirit of \xe2\x80\x9cWe work through Teams\xe2\x80\x9d.
• Maintains par stocks of all equipment and guest supplies as required.
• Warm welcome to all guests to Hyatt Place
• Performs check in and check out procedures and verify guest payment details, register the guest with the Public Security Bureau and assign a room.
• Assists each guest to become familiar with the hotel services and amenities.
• Seats, takes orders and serves food and beverage to guest according to the established sequence and procedures.
• Ensures the Front of House areas are well maintained and clean at all times.
• Clears and resets counters or tables at the end of each course.
• Fully conversant with all aspects of the Rooms and Food and Beverage Computer Systems.
• Computes bill and accepts payment
• Performs the function of cashier as required.
• Verifies cash received and ensure the genuine money that has been collected.
• Verifies all credit cards presented by guest to ensure validity of the card.
• Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and cash handling.

• Have a thorough knowledge and understanding of all food and beverage items on the menu and have the ability to recommend Food and Beverage promotion and up sell alternatives.
• Conducts property tours for new hires and clients as necessary to assist the Sales department.
• Oversees group reservations to ensure that they are pre-assigned and pre-keyed.
• Walks through of public areas and kitchen with follow up report/checklist.
• Responsible for overseeing meeting room set up/tear down for internal and external clients.
• Responsible for overseeing E-Room and make sure all equipment are working properly.
• Inventory control of Gallery supplies and kitchen supplies
• Responds to the comments from the consumer and ensures that the relevant changes are implemented.
• Checks incoming food products and ensures that all food is in accordance with order sheets and receiving records.
• Assists and monitor closely the requirements of food quality and order the food items at the right time.
• Oversees FIFO (first in/first out) process with Food & Beverage.
• Be familiar with all coffee, tea, beer, wine and distilled spirits knowledge and be capable to provide excellent beverage service to guests.
• Coordinates with Sales Department and follow up the food request and meeting room setup in BEO. makes sure Hosts to provide satisfied service to meeting planners and meeting guests.
• Control food costs through the proper management of food and drink inventories on daily basis and payroll expenses for both full time employees and part time casuals.

• Supports the implementation of The Hyatt Care Purpose, demonstrating and reinforcing Hyatt\xe2\x80\x99s Values and Culture Characteristics.
• Ensures the punctuality and appearance of all Guest Service associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department\xe2\x80\x99s grooming standards.
• Conducts Annual and Mid-Year Performance Development reviews with Guest Service associates with the assistance of Front Office Manager \xe2\x80\x93 Guest Services, supports them in their professional development goals.
• Makes sure all hosts complete the welcome to Hyatt training for all new hires within 90 days.
• Develops the skills and effectiveness of all guest service associates through the appropriate training, coaching, and mentoring.
• Prepares and posts weekly duty roster, making sure that they reflect business needs and other key performance indicators.
• Feedback the results of the Colleague Experience Survey and ensure that the relevant changes are implemented.
• Drives employee\xe2\x80\x99s satisfaction and maintains employee turnover rate to meet or within our annual target.

• Attends and contributes to all training sessions and meetings as required.
• Preform responsible behaviour at all times and positively representing the hotel team and Hyatt International.
• Reads the hotel\'s Associate Handbook and have an understanding of and adhere to the hotel\'s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Host function as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.

• Minimum of 3-5 years of experience in the hospitality industry, with at least 1-2 years in a supervisory or managerial role.

• Strong leadership and interpersonal skills.
• Excellent communication skills, both written and verbal.
• Proficiency in hotel management software (e.g., OPERA, PMS).
• Ability to handle stressful situations calmly and efficiently.
• Strong organizational and multitasking abilities.
• Conflict resolution and problem-solving skills.

• High level of professionalism and integrity.
• Customer-focused with a passion for delivering exceptional service.
• Attention to detail and commitment to maintaining high standards.

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