Duty Manager

Duty Manager
Welcome to the Kimpton Naluria Kuala Lumpur family. Now that you are part of our family, let’s explain the role you will play.

Our mission is to be the best loved Boutique Hotel & Restaurant Company so regardless of position we look for individuals to join our family who are passionate about providing genuine heartfelt care for our guests, colleagues, owners and communities.

WHAT WILL I ACTUALLY BE DOING?

You have already told us that you are driven and detailed by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.

Regarding the role, it’s as the job title says really, that embodies our bold, passionate, and innovative spirit, leading the front office team to deliver exceptional, guest-centric service by supporting Front Office Manager and Assistant Front Office Manager. This role ensures seamless daily operations, fosters a culture of warmth and inclusiveness, and upholds Kimpton’s commitment to creating unique, tailored experiences for every guest.

You will be overseeing the daily operations of the hotel, ensuring exceptional guest service, and maintaining the highest standards of luxury and efficiency. Acting as the senior manager on duty, this role handles guest relations, resolves operational issues, and coordinates between departments to deliver a seamless and memorable guest experience.

Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There’s a lot of people around in the hotel, so you will need to be able to communicate well with everyone. We would love it if you were multi-lingual, but it’s not essential.

You’ll be working with a friendly, motivated team under your distinctive leadership style and work with them to develop their full potential and ensure everyone provides genuine heartfelt care to our guests.

Guest Experience & Operations

Act as the primary point of contact for VIP guests, ensuring personalized service and swift resolution of any concerns. Monitor and maintain the hotel’s luxury standards, ensuring consistency in service, cleanliness, and ambiance. Handle guest complaints with professionalism, empathy, and efficiency, ensuring guest satisfaction. Conduct regular inspections of public areas, guest rooms, and facilities to ensure compliance with brand standards.

Problem-Solving & Conflict Resolution

Handling guest complaints diplomatically. Resolving overbookings, no-shows and service failure. It will be great that you have experience in Crisis management (e.g. medical emergencies, security issues).

Operational Management

Oversee all hotel operations during the assigned shift, including front office, housekeeping, F&B, and security. Coordinate with department heads to ensure smooth interdepartmental communication and workflow. Manage room inventory, reservations, and arrivals/departures to optimize occupancy and revenue. Ensure compliance with health, safety, and security policies, including emergency procedures.

Leadership & Team Coordination

Train, and mentor front office staff, fostering growth and a passion for Kimpton’s values. Create schedules and cultivate a positive, collaborative team environment. Lead by example, demonstrating empathy, professionalism, and a solution-oriented mindset. Supervise, guide, and support staff to maintain high morale and productivity. Conduct briefings and training sessions to reinforce service standards and operational procedures. Address staff performance issues in collaboration with department managers.

Administrative & Reporting Duties

Maintain accurate logs of incidents, guest feedback, and operational issues. Prepare and review daily reports for management, including occupancy, revenue, and guest satisfaction metrics. Assist and support department head in budgeting, cost control, and revenue optimization initiatives.

Technology & Innovation

Utilize hotel management systems (e.g. Opera) to streamline operations. Monitor online reviews and leverage insights to elevate service quality.

WHAT WE’RE LOOKING FOR

A focused individual with passion, personality, individuality, integrity, creativity, drive for continuous improvement and delivering outstanding guest service Exceptional interpersonal and communication skills. Strong problem-solving and decision-making abilities. Proficiency in hotel management systems (e.g., Opera, Fidelio). Fluency in English; additional languages are a plus. Someone who has worked in Front Office Department and proficient with Opera System for at least 3 years. Professional, polished, and guest-focused demeanour. Ability to remain calm under pressure and handle emergencies. Flexibility to work shifts, weekends, and holidays.

WHAT WE NEED FROM YOU

Bachelor’s degree/ Diploma or higher education qualification/equivalent in Hospitality specialisation or related field

Two to four years of experience in a hospitality with direct supervisory experience, or an equivalent combination of education and work experience in similar role.

Must speak local language and fluent in English. Other languages preferred.