Kerja Sepenuh Masa, Duty Manager di Hyatt Place Kuala Lumpur, Bukit Jalil Federal Territory - Maukerja

As a Duty Manager, I oversee the daily operations of the business to ensure exceptional customer service, efficient team performance, and smooth operational flow. I lead frontline staff during assigned shifts, coordinate with multiple departments, and make operational decisions to maintain high service standards. I am responsible for creating a positive guest experience, resolving issues promptly, and ensuring compliance with company policies, health and safety regulations, and operational procedures.

Key Responsibilities

• Supervise and coordinate daily operations to ensure efficient service delivery and smooth business operations.
• Lead, motivate, and support team members to maintain high levels of productivity and customer satisfaction.
• Handle guest inquiries, complaints, and service recovery professionally, ensuring timely and effective resolutions.
• Monitor service quality, cleanliness, safety, and presentation standards across all operational areas.
• Conduct shift briefings, assign duties, and communicate important operational updates to the team.
• Collaborate with housekeeping, front office, food and beverage, maintenance, and other departments to ensure seamless operations.
• Respond to emergencies and operational incidents, making informed decisions to minimize disruptions.
• Prepare daily shift reports, incident reports, and handover notes for management.
• Ensure compliance with company policies, standard operating procedures (SOPs), and workplace health and safety requirements.
• Assist with staff training, coaching, and performance development to promote continuous improvement.

Core Skills

• Operations Management: Coordinating daily operations to ensure efficiency, productivity, and high service standards.
• Leadership & Team Supervision: Leading, motivating, and supporting teams to achieve operational goals and deliver exceptional performance.
• Guest Relations & Customer Service: Building positive guest experiences through professional service, proactive communication, and effective issue resolution.
• Problem Solving & Conflict Resolution: Assessing situations quickly, making informed decisions, and resolving operational and guest concerns efficiently.
• Communication & Interpersonal Skills: Building strong relationships with guests, colleagues, and management through clear, professional, and effective communication.
• Decision Making Under Pressure: Remaining calm and making sound operational decisions in fast-paced and high-pressure environments.
• Service Recovery: Resolving guest concerns promptly and professionally while maintaining high levels of customer satisfaction and loyalty.

Required Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field (preferred).
• Minimum of 2–5 years of experience in hospitality, customer service, or operations, with previous supervisory or leadership experience.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making abilities in a fast-paced environment.
• Proficiency in Microsoft Office Suite and hotel/property management systems (e.g., OPERA, Fidelio, or similar).