Duty Manager

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the Duty Manager, you’ll manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition. You’ll also create the warm atmosphere that makes our guests feel at home in any location. Your day-to-day: People Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties Monitor appropriate standards of conduct, uniform, hygiene and appearance of staff Provide input for Front Office meetings Supervise and direct Reception and Reservations personnel Support and assist Front Office personnel and all departments at peak periods Guest Experience Ensure front office staff provide guests with prompt service, professional attention and personal recognition Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction Report directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations React to situations to ensure guests receive prompt attention and personal recognition throughout the hotel Respond to guest needs and resolves related problems Ensure VIPs and priority club guests receive special attention Assist Guest Relations in greeting, rooming, and sending off VIP guests Promote inter-hotel sales and in-house facilities Financial Oversee night audit function and preparation of daily financial reports Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk Work with Superior and Director of Finance in the preparation and management of the Department’s budget Check billing instructions and monitors guest credit Ensure front line staff complies with FIT marketing techniques and maximize sales Responsible Business Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel Analyse and approves discounts and rebates Analyse the rate variance report to ensure rooms revenue control Take action with the Property Management Systems (PMS) in emergency situation Fully conversant with all hotel emergency procedures Perform other duties as assigned Accountability This is most vital Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to FO Manager/Director of Rooms at a large luxury or resort hotel. Typically supervise front desk agents and porter/shuttle services, reservations etc. May oversee subordinate supervisors Job details • Education: Bachelor's or Equivalent • Contract: Permanent • Working hours: 3 Shift Time • Openings: 1 • Sector: Accommodation • Closes: 2026-11-07 About Crowne Plaza Kuala Lumpur (50-250 employees) IHG Hotels & Resorts, one of the world’s leading hotel brands with the return of IHG’s much- loved Crowne Plaza brand for the first time in a decade will allow guests in Malaysia to enjoy one of the world’s largest premium hotel brands and its signature work/life blend experience while providing a wide range of employment opportunities. Crowne Plaza Kuala Lumpur City Centre is a hotel that caters to both business and leisure travellers. Our hotel features 320 elegantly appointed guest rooms and suites, each designed with modern amenities such as high-speed internet, and flat-screen TVs, with views of the city skyline or the lush greenery of KLCC Park and comfortable bedding sleep to ensure a restful night.