Duty Manager

Mandarin Oriental, Desaru Coast is looking for a Duty Manager to join our Front Office Department.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Desaru Coast is a rainforest retreat on Desaru Coast, where jungle meets the sea and Malaysian nature, culture, and connection come alive in a perfect balance of calmness and vibrancy. Experience the enduring legacy of award-winning Kerry Hill Architects, where the spirit of tropical modernism comes to life in Mandarin Oriental, Desaru Coast’s final design. Nestled between rainforest and sea, each suite and villa is a study in quiet luxury, thoughtfully framed by nature and attuned to the rhythm of the land.

About the job

The Duty Manager is responsible for overseeing the daily hotel operations to ensure excellent guest service and smooth coordination between departments. The Duty Manager acts as the main point of contact during the shift, handles guest concerns, supports operational teams, ensures compliance with hotel standards, and responds to emergencies when required.

As Duty Manager you will be responsible for the following duties:

Guest Experience

• Ensure all guests receive professional, friendly, and efficient service.
• Handle guest complaints, requests, and feedback promptly and effectively.
• Meet and greet VIPs, long-stay guests, and repeat guests.
• Conduct lobby presence during peak periods to engage with guests.
• Follow up on guest issues to ensure satisfactory resolution.

Operations

• Oversee the daily operation of all hotel departments during assigned shifts.
• Coordinate with Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other departments to ensure smooth operations.
• Monitor occupancy levels, room availability, and special arrivals/departures.
• Ensure all operational issues are communicated during shift handovers.
• Conduct regular inspections of public areas, guest rooms, and back-of-house areas to maintain hotel standards.

Team Leadership

• Provide guidance and support to department leaders and colleagues during the shift.
• Assist in resolving operational challenges and staffing issues.
• Promote teamwork and effective communication between departments.
• Coach colleagues on guest service standards where necessary.

Safety & Security

• Ensure compliance with hotel policies, SOPs, and health & safety regulations.
• Respond to emergencies such as medical incidents, fire alarms, power failures, or security concerns.
• Coordinate with Security and emergency services when required.
• Ensure all incidents are properly documented and reported.

Financial & Administrative

• Monitor room status, overbooking situations, and room allocation.
• Authorize guest compensation, room moves, and service recovery within the approved authority limit.
• Prepare daily shift reports and incident reports.
• Ensure cash handling procedures and hotel policies are followed where applicable.

Quality Assurance

• Monitor service quality throughout the hotel.
• Ensure brand standards and operational procedures are consistently maintained.
• Identify opportunities to improve guest satisfaction and operational efficiency.

Key Performance Indicators (KPIs)

• Guest satisfaction scores.
• Guest complaint resolution time.
• Service recovery effectiveness.
• Compliance with brand standards and SOPs.
• Incident reporting accuracy and timeliness.
• Cross-department operational coordination.
• Team engagement and support during shifts.

As Duty Manager, we expect from you: 

Educational Background

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, or a related field.
• Minimum 3–5 years of hotel operations experience, with at least 1–2 years in a supervisory role.
• Experience in luxury or upscale hotels is an advantage.

Skills

• Excellent leadership and int