The Service Manager – Duty Manager is responsible for overseeing daily hotel operations, coordinating guest services, handling complaints, and ensuring a smooth experience across departments. Candidates should have several years of experience in hotel front office, guest relations, or operations, preferably within an international luxury property. Strong leadership, communication, problem-solving, and decision-making skills are required, along with good knowledge of hotel systems and English. The role requires a professional, guest-focused attitude, flexibility to work shifts, weekends, and public holidays, and the ability to remain calm while managing operational issues. Additional language skills and experience with Shangri-La standards would be advantageous.
Shangri-La Hotels and Resorts is a leading luxury hospitality group founded in Hong Kong, with hotels and resorts across Asia, the Middle East, Europe, North America, and other international destinations. The company is known for personalised service, comfortable accommodation, distinctive dining, and strong attention to guest experience. Its Malaysian properties operate in major business and leisure locations, including Kuala Lumpur, Penang, Kota Kinabalu, and Langkawi. Shangri-La places importance on service excellence, teamwork, employee development, and cultural awareness. Staff may receive benefits such as accommodation or meals depending on the property, service charge, medical coverage, training, and opportunities for internal career progression. The working environment is international and customer-focused, making it suitable for hospitality professionals seeking experience with a recognised luxury brand.
Malaysia offers hospitality opportunities in Kuala Lumpur, Penang, Langkawi, Kota Kinabalu, and other resort destinations. Langkawi is a popular island choice, known for beaches, rainforest, relaxed living, and a strong tourism economy; Penang combines heritage, food culture, and urban convenience. Malaysian culture is multicultural, with Malay, Chinese, Indian, and Indigenous influences, and English is widely used in hotels. Island life can be slower and more community-oriented, although transport, housing, and imported goods may cost more. Employers normally arrange or support an Employment Pass for foreign hires; the employee should not begin work until approval is obtained. Requirements commonly include a valid passport, employment contract, company sponsorship, and medical or immigration documentation. Candidates should confirm accommodation, service charge, insurance, transport, and visa responsibilities before relocating.
Make sure pop-ups and redirects are enabled in your browser settings.
Ooops
Something went wrong, a few job details could not be loaded but you can still apply directly below:
Fetching job details, please wait...