Duty Manager - Regent Kuala Lumpur (Pre-opening)
IHG · Malaysia
WHAT’S THE JOB?
At Regent Kuala Lumpur, we want to elevate our guests above the noise, this can only be achieved if we thoughtfully manage and connect the service processes. Every role here plays a part in that promise, bringing care and poise to the guest journey, whether guests see it directly or feel it in the quality of their stay.
As Duty Manager, you take charge of the front desk shift, ensuring guests receive prompt, professional attention and the personal recognition Regent is known for. You supervise Reception colleagues, act as the point of contact for guest and operational matters across the hotel, and step in fluidly wherever the moment calls for calm, decisive leadership.
YOUR DAY TO DAY
People
- Manage day to day staffing requirements, plan and assign tasks, and set performance and development goals for team members, providing mentoring, coaching and regular feedback
- Train team members in compliance with relevant laws and safety regulations, ensuring the team has the tools and equipment to carry out their roles
- Monitor standards of conduct, uniform, hygiene and appearance across the Front Office team
- Supervise and direct Reception colleagues, providing input at Front Office meetings
Financial
- Oversee the night audit function and preparation of daily financial reports
- Develop plans to increase occupancy and ADR through walk ins and upselling at the front desk
- Support the Director of Rooms in the preparation and management of the department's budget
- Check billing instructions and monitor guest credit, ensuring front line staff comply with FIT marketing techniques and maximise sales
Guest Experience
- Ensure Front Office staff provide guests with prompt service, professional attention and personal recognition, greeting guests upon arrival and responding to feedback and complaints to drive continuous improvement
- React to situations across the hotel to ensure guests receive prompt attention and personal recognition, resolving guest needs as they arise and ensuring VIPs and priority club guests receive special attention
- Assist Guest Relations in greeting, rooming and sending off VIP guests, promoting inter hotel sales and in house facilities
Responsible Business
- Check billing instructions and guest credit for compliance with hotel credit policy, ensuring all transactions are handled securely, and analyse discounts, rebates and rate variance to protect rooms revenue
- Train team members on PBX procedures and serve as a central communications point during emergencies, maintaining relationships, and remaining fully conversant with hotel emergency procedures
- Take action within the Property Management System during emergency situations; perform other duties as assigned and may serve as manager on duty
Accountabilities
- Acts as the most vital Front Office presence on shift, reporting to the Front Office Manager or Director of Rooms
- Consistent delivery of Regent service standards across every guest touchpoint during the shift
- Accurate night audit and daily financial reporting
- Effective emergency response and crisis communication as a designated point of contact
- Supervision of front desk agents, reservations and porter or shuttle teams, including subordinate supervisors where applicable
WHAT WE NEED FROM YOU
- Bachelor's degree or higher education qualification in Hotel Management, Business Administration, or equivalent
- Minimum 2 years' Front Office or Guest Service experience, including supervisory or executive level experience
- Strong knowledge of front office systems, security and cash handling procedures
- Excellent guest relations and problem resolution skills
- Fluent English required; other languages an advantage
This position is only open to Malaysian citizens, permanent residents and spouse visa holders with the legal right to work in Malaysia.
At Regent Kuala Lumpur, set within the Tun Razak Exchange district, we believe true luxury lies in the details — an endless sense of calm and tranquillity that forms the foundation of every guest's journey. As the Duty Manager, you'll bring a deep understanding of individual guest needs to life through personal touches, bespoke care and tailored moments that turn a stay into something memorable. We're looking for someone who leads with heartfelt grace and genuine hospitality instinct, anticipating what guests want — often before they ask.