Job Description

Role Overview

The Duty Manager serves as the management representative on shift, ensuring smooth daily operations and delivering exceptional guest experiences in line with Ascott brand standards. This role requires strong leadership, sound judgment, and a guest-centric mindset to handle operational challenges, manage teams effectively, and uphold service excellence at all times.

Key Responsibilities

Oversee daily hotel operations during assigned shifts, ensuring all departments function efficiently and cohesively.
Lead and support front office and operational teams, providing guidance and real-time decision-making when required.
Manage guest relations by professionally handling feedback, complaints, and service recovery to exceed guest expectations.
Ensure full compliance with operational SOPs, safety regulations, and brand standards.
Monitor occupancy, VIP arrivals, and special requests to ensure personalised and seamless service delivery.
Handle incidents, emergencies, and escalations promptly, reporting critical matters to senior management.
Prepare accurate shift reports, handover notes, and operational updates.

Requirements & Qualifications

Diploma or Degree in Hospitality Management or a related field.
Minimum 2-3 years of supervisory or duty management experience in a hotel or serviced residence environment.
Strong leadership, communication, and problem-solving skills.
Ability to remain calm, professional, and decisive under pressure.
Flexible to work rotating shifts, weekends, and public holidays.

Why Join Us

At Ascott Star KLCC, you will be part of a globally recognised hospitality brand that values service excellence, teamwork, and professional growth. This role offers the opportunity to make a meaningful impact on guest experiences while developing your leadership career within the Ascott group.

Job Type: Full-time

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

Meal allowance Opportunities for promotion Professional development
Application Question(s):

Expected Salary: Current Salary:
Work Location: In person