Duty Manager

• Reports directly to the Front Office Manager/Rooms Division Manager and concurrently responsible to the Director of Rooms / Executive Assistant Manager - Rooms • Has a very close working relationship with the Front Office Manager/Rooms Division Manager. • Co-ordinate and co-operate with all other departments as and when required and has a good working relationship with all EXCO, Head of Departments and the Sales and Marketing team. • Has a strong relationship and interaction with all hotel guests, visitors and members of the local community. • Handle all levels of staff professionally. • The Duty Manager should present himself/ herself as a senior representative of managers in the handling of all guest requests and complaints concerning services affecting the hotel operations. • Assist, help and supervise the Front Office Assistants, Supervisor, Concierge including those of divisions and other departments. • Is responsible for ensuring all guests are offered a faultless and speedy check-in, with the emphasis being that all guests are pre-registered and checked-in, in their respective rooms. • Should assist and help when groups, incentive bookings, VIPs special guests or Banquet guests arrive. Must ensure all facilities are ready to check on details of the arrangements and liaise with Guests Relations Managers, Front Office Manager or Sales Managers to meeting guests if necessary. • Should assist in checking VIP details, the accuracy of guest billings, credit policies and other visitation details. • VIP:  Ensures all arrangements are in order prior to their arrival.  Welcomes and escorts them to their rooms as per the specified policy  Ensures that all check-out arrangements are handled smoothly and gives personal attention upon departure. • Should aim to check and assist the Guest Relations Executives and Housekeeping Supervisors in spot-checking a few rooms at random and all room categories or specialty rooms that are to be occupied on the day. • Is responsible for maintaining a high-quality standard of service offered by Bellmen and Concierge, and other guest services areas in the lobby. Should assist in these areas whenever necessary. • Should assist the Bellman and delegate to Valet Jockeys to ensure a free and steady flow of traffic at the hotel entrance area. • Is well-versed on the functions for the day and VIP movements, if any. Coordinates with Security and Concierge on manning deployment and special instruction i.e. Lift movement, red carpet set up and etc. • Reports directly to the Front Office Manager/ Rooms Division Manager and concurrently to the DOR / Executive Assistant Manager - Rooms regarding important information, problems, complaints and the relevant actions taken, on an on-going basis throughout the day. • Is responsible and receptive to guest complaints, should analyze; and within the limitation set; make correct and quick decisions to ensure total guest satisfaction, whilst also protecting the hotel’s property and revenues. • Ensures briefings and shift handovers are carried out in a professional and regular manner. • Schedules and regularly conducts routine inspections of all areas directly pertaining to hotel operations, closely scrutinizing to ensure all minimum standards are met and exceeded. • Co-ordinates with Security in the investigation of irregularities and stands witness to the breaking of safety deposit boxes and when necessary. • Assists the Director of Security and Safety in conducting investigations as and when necessary. Assists in guest feedback. • Is fully responsible for all emergency cases in the absence of the Front Office Manager, Director of Rooms/ Executive Assistant Manager – Rooms and Division Heads. Must be thoroughly knowledgeable with the hotel’s emergency procedures. • Ensures that all guest feedbacks are updated in Opera accurately and consistently. Does spot check on staff update. • Shall take control over small emergency situation and exercise authority and retains confidentiality on cases at all times. • Updates staff on room rate charges and Sales & Marketing programs. • Updates staff on rules and policies governing special promotions and that their production is tracked. • Ensures that room rates, which have been updated by Reservations, are followed. • Must assist, to promote and upsell inter-hotel sales and in-house facilities whenever possible. • Is responsible to ensure all departments maintain appropriate standards of conduct, dress code, hygiene, uniform, appearance and posture according to the minimum standards set. • Ensures superior grooming for Front of the House associates. • Responsible for ensuring all guest areas and public areas are maintained to maximum regarding repairs, cleanliness or refreshing. • Should at all times act as eyes and ears of Management, immediately relaying information and details. • In the absence of other managers; • Authorizes paid-out, rebates, cash advances, and cheque acceptance as per the established procedures. • Authorizes billing requests and grants credit arrangements in line with the hotels laid down policies. • Co-ordinates all necessary action to be taken to ensure maximum possible great satisfaction within the prescribed procedures of the hotel. • Performs other duties and special projects that may be assigned to him/her by the Management as and when deemed appropriate and necessary. • To perform night shift duties. Is responsible for the entire hotel’s operation in absence of the General Manager and Resident Manager. Must be able to manage and monitor the staff movements and works closely with the Security Supervisor. • Ensure the night audit process is carried out effectively by the Night Audit team and highlights any irregularities or discrepancies to the IT Manager. • Works closely with the Front Office Associates in ensuring correct data entry and checks and monitors their daily routine tasks, against their checklists. • Effectively coaches and counsel staff as and wh… Job details • Education: Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5 • Contract: Permanent • Working hours: 3 Shift Time • Openings: 1 • Sector: Travel agency, tour operator, reservation service and related activities • Closes: 2026-11-07 About Sunway Resort Hotel Sdn Bhd (More than 250 employees) It has overlapping missions, quality objectives and business purposes. It provides integration of our customer responsiveness, empowerment, planning, process focus, marketing and knowledge management we become less bureaucratic and more efficient in delivering quality service. It offers an alternative to right-sizing our workforce we introduced multi-tasking and multi-skilling, job enrichment and job enlargement direction to career advancement and succession planning. It eliminates barriers to cooperation between departments, leadership redefined, processes re-engineered. It provides value-added steps to meet customer-defined needs and requirements. It provides a better perspective in aligning our people, strategies and performance to drive team performance to achieve business results.