Job Description
Are you a natural leader with a passion for hospitality excellence? Swan Garden Hotel is seeking a highly motivated and detail-oriented Duty Manager to join our dynamic team in Melaka. As the primary point of contact during your shift, you will play a pivotal role in ensuring our operations run seamlessly while upholding the high standards of guest service that define our brand.
In this role, you will act as the face of the hotel, handling complex guest inquiries, managing team performance, and overseeing front-of-house activities. We are looking for someone who thrives under pressure, possesses excellent problem-solving skills, and is dedicated to fostering a welcoming environment for both guests and staff. If you are ready to elevate your career in the hospitality industry with a company that values growth and professional development, we want to hear from you.
Responsibilities
- Oversee day-to-day hotel operations, ensuring all departments adhere to company policies and brand standards.
- Serve as the primary point of escalation for guest concerns, resolving issues promptly to ensure high levels of satisfaction.
- Monitor and supervise front office, housekeeping, and security teams during shift hours.
- Conduct regular floor walks to ensure property maintenance and cleanliness meet quality expectations.
- Coordinate with different departments to manage room assignments, VIP arrivals, and special event requirements.
- Prepare detailed shift reports, documenting incidents and operational performance for management review.
- Ensure strict compliance with health, safety, and security protocols across the hotel premises.
Qualifications
- Diploma or Degree in Hospitality Management, Tourism, or a related field.
- Minimum 2-3 years of experience in hotel operations, preferably in a supervisory or front-office capacity.
- Strong leadership skills with the ability to motivate and guide team members effectively.
- Exceptional verbal and written communication skills in English and Malay; additional languages are a plus.
- Proficiency in Hotel Management Systems (PMS) and Microsoft Office Suite.
- Ability to work flexible hours, including weekends, public holidays, and night shifts.
- Strong critical thinking and crisis management capabilities.