Kerja Sepenuh Masa, Duty Manager (Pre-Opening) di JW Marriott Johor Bahru Johor - Maukerja

Position Summary

The Duty Manager is a key member of the pre-opening team, supporting the establishment of Front Office operations, service standards and operational readiness for the opening of JW Marriott Johor Bahru.

Once the hotel is operational, the Duty Manager serves as the Manager on Duty and oversees the overall guest experience and hotel operations during the assigned shift. The role ensures effective coordination between departments, handles guest concerns and operational issues, and supports the Front Office team in delivering personalized and seamless luxury service in accordance with JW Marriott and Marriott International standards.

Key ResponsibilitiesPre-Opening

• Participate actively in pre-opening planning, preparation and hotel opening-readiness activities.
• Support the development and implementation of Front Office SOPs, workflows, checklists and service standards.
• Assist with recruitment, onboarding and training of Front Office associates.
• Participate in system training, room and facility familiarization, simulations and operational trial runs.
• Support the preparation and organization of Front Office equipment, supplies, collateral and operational requirements.
• Work closely with other departments to establish effective communication and operational processes prior to opening.
• Support training and preparation for Marriott brand standards, LQA and other quality assurance requirements.

Operational

• Serve as the Manager on Duty and oversee hotel operations during the assigned shift.
• Ensure smooth Front Office operations including arrivals, departures, room assignments, guest requests and special arrangements.
• Maintain a strong lobby presence and actively engage with guests.
• Recognize and provide appropriate attention to VIPs, Marriott Bonvoy Elite members and special occasion guests.
• Anticipate guest needs and ensure personalized and thoughtful service throughout the guest journey.
• Handle guest complaints, service recovery and challenging situations professionally and with appropriate follow-up.
• Coordinate with Housekeeping, Engineering, Loss Prevention, Food & Beverage and other departments to resolve operational and guest-related matters.
• Review VIP arrivals, occupancy, room status, special requests and relevant operational information for each shift.
• Respond appropriately to emergencies, incidents and unusual situations in accordance with hotel procedures.
• Complete Duty Manager reports and ensure significant guest or operational matters are properly documented and communicated.
• Support Front Office associates during peak periods and provide guidance in handling complex guest situations.
• Conduct shift briefings and ensure effective handover between shifts.
• Monitor lobby presentation, guest-facing areas and overall service standards.
• Ensure compliance with Marriott brand standards, LQA requirements, hotel SOPs, safety and security procedures.
• Coach and support associates to continuously improve guest engagement and service delivery.

Requirements

• Previous Front Office supervisory or management experience within a luxury or international hotel.
• Pre-opening hotel experience is preferred.
• Strong guest relations and service recovery skills.
• Good understanding of Front Office operations and Marriott Bonvoy is an advantage.
• Strong leadership, communication and problem-solving skills.
• Able to make sound decisions and remain composed in challenging situations.
• Good command of English and Bahasa Malaysia; additional languages are an advantage.
• Flexible to work shifts, weekends and public holidays according to operational requirements.

Benefits:

• Free parking
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person