Duty Manager

Mandarin Oriental Kuala Lumpur is looking for a Duty Manager to join our Front Office team.

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, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall.

About the job

Based at the Mandarin Oriental Kuala Lumpur / within the Front Office Department in Kuala Lumpur the Duty Manager is responsible for overseeing daily operations, ensuring excellent customer service, managing staff during shifts, and handling any issues or emergencies that arise. This role acts as the main point of contact when senior management is unavailable and plays a key part in maintaining standards and ensuring smooth business operations. The Duty Manager reports to the Front Office Manager.

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

• Handle guest complaints diligently and professionally and always with good feedback to the guest on satisfaction

• Follow up on any special requests form guests as per instructions received from Front Office Manager and higher management

• Responsible for the night audit process

• Organize monthly Duty Manager’s meeting with FOM to discuss operational matters

As Duty Manager, we expect from you: 

• Take full ownership of the premises during your shift, ensuring all operations run smoothly and efficiently. Lead by example and support your team to perform at their best.

• Provide exceptional customer service at all times. Handle complaints, feedback, and special requests with professionalism, ensuring a positive experience for all guests or clients.

• Motivate and guide team members, ensuring everyone understands their responsibilities. Offer support, feedback, and direction when needed, and maintain a positive and productive working environment.

• Ensure all staff are adhering to company policies, procedures, and health & safety regulations. Take corrective action where necessary.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• EPF (Employees Provident Fund) contributions (higher than the norm)

• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)

• Public holiday entitlement based on Malaysian calendar

• Exceptional rest area & colleagues engagement activities.

We’re Fans. Are you?