The Service Manager – Duty Manager is responsible for overseeing daily hotel operations during assigned shifts, ensuring smooth guest services and coordinating with Front Office, Housekeeping, Food and Beverage, Engineering and Security teams. Candidates should have a diploma or degree in Hospitality, Hotel Management or a related field, along with several years of hotel operations or front-office experience. Strong communication, leadership, problem-solving and decision-making skills are expected. The role requires a guest-focused attitude, professional presentation, flexibility to work shifts, weekends and public holidays, and the ability to remain calm while handling complaints, emergencies and operational issues.
Shangri-La Group is a leading luxury hospitality company founded in Asia and headquartered in Hong Kong. It operates hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets under brands including Shangri-La, Traders, Kerry and JEN. Shangri-La properties are known for attentive service, refined accommodation, distinctive dining and strong connections with local culture. In Malaysia, the group has operated prominent hotels and resorts in destinations such as Kuala Lumpur, Penang and Kota Kinabalu. The company places considerable emphasis on guest satisfaction, service excellence, employee development and teamwork. A Duty Manager role typically offers exposure to broad hotel operations and opportunities for progression into senior front-office or hotel-management positions.
Malaysia is a multicultural country rather than a single island, with opportunities in Kuala Lumpur, Penang, Langkawi, Sabah and Sarawak, as well as major resort islands. Hospitality jobs are common in hotels, resorts, restaurants, wellness properties and tourism businesses. Malay, Chinese and Indian traditions influence food, festivals and daily life, while English is widely used in hotels. Living costs vary: Kuala Lumpur is more urban and expensive, while resort locations may offer a quieter lifestyle and staff accommodation. Employees should confirm whether the employer provides housing, meals, transport and medical coverage. Foreign nationals generally need an employment pass or relevant work permit sponsored by the employer; working on a tourist visa is not permitted. Applicants should verify immigration requirements, contract terms and relocation support before accepting an offer.
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