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 Front Office Supervisor 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 Front Office Supervisor strives to ensure every guest enjoys a memorable experience and leaves the hotel fully satisfied with the intention to return.

The Front Office Supervisor 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 information to the team.
• Ensure personal grooming and appearance consistently meet hotel standards.
• Attend all scheduled training sessions and actively participate in learning and development programmes.
• Foster teamwork by maintaining effective communication, cooperation, and mutual respect with colleagues and other departments.
• Maintain comprehensive knowledge of the hotel's facilities, services, promotions, and daily operational activities to provide accurate information to guests.
• Ensure operational reports, including Downtime Reports, Room Discrepancy Reports, and Occupied No Luggage Reports, are printed and reviewed three (3) times during each shift. Ensure these reports are verified by the Front Office Manager and Executive Housekeeper before filing for future reference.

• Minimum of 3–5 years of experience in Front Office operations, with at least 1–2 years in a supervisory or Duty Manager role within the hospitality industry.
• Excellent command of spoken and written English.  Knowledge of additional languages is an advantage.
• Strong leadership skills with the ability to supervise, motivate, coach, and develop team members.
• Proven ability to deliver exceptional guest service and effectively handle guest complaints and service recovery.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong decision-making, problem-solving, and organisational abilities in a fast-paced environment.
• Good knowledge of Front Office operations, cashiering procedures, room management, reservations, and night audit processes.
• Sound understanding of hotel operational standards, health and safety regulations, emergency response procedures, and security protocols.
• Ability to analyse operational issues, prioritise tasks, and make sound decisions with minimal supervision.
• Good knowledge of upselling techniques, loyalty programmes, and guest satisfaction initiatives.
• Computer literate with proficiency in Microsoft Office applications.
• Flexible to work shifts, weekends, public holidays, and extended hours when required.
• Demonstrates professionalism, integrity, and a strong commitment to upholding Mövenpick and Accor brand standards.