Communication Centre Supervisor

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 33,480 - 55,800; Full time

Job summary

IHG Hotels & Resorts in Kuala Lumpur seeks a dedicated PBX Supervisor to oversee daily operations, manage guest interactions, and lead the team at Kimpton Naluria. The role involves ensuring exceptional service, training staff, and maintaining luxury standards. Candidates should have a diploma in hospitality and experience in a supervisory role. Fluency in the local language is required, while other languages are preferred. Join us to create unique guest experiences that reflect our commitment to boutique hospitality.

Qualifications

• Experience in a hospitality role or an equivalent combination of education/work experience.
• Minimum one year in a supervisory role preferred.
• Ability to work varied shifts, including weekends/holidays.

Responsibilities

• Supervise daily PBX operations and monitor call quality.
• Act as primary contact for guest inquiries and complaints.
• Generate reports on call volume and service metrics.

Skills

PBX system proficiency

Customer service

Communication skills

Leadership

Crisis management

Education

Diploma in Hospitality or related field

Tools

Microsoft Office Suite

Hotel property management systems (PMS)

Job description

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 Actuallly 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, embodies our bold, passionate, and innovative spirit, ensuring we deliver exceptional, guest‑centric service. 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. 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 will uphold Kimpton’s mission to deliver “heartfelt, human connections” by ensuring seamless communication and exceptional service for guests and staff. Foster a culture of inclusivity, creativity, and self‑leadership, reflecting Kimpton’s boutique hospitality ethos.

Operational Management

Supervise daily PBX/Call Center operations, ensuring efficient call routing, message handling, and wake‑up services for guests and internal departments. Monitor call quality and response times, adhering to luxury standards (e.g., Forbes Travel Guide). Troubleshoot PBX system issues in collaboration with IT/Engineering teams. Maintain inventory of operational supplies (e.g., headsets, directories).

Guest & Team Support

Act as the primary contact for guest inquiries, complaints, and emergencies, resolving issues with professionalism and empathy. Train and mentor PBX agents on luxury service protocols, including phone etiquette and crisis management. Ensure adherence to key control, credit policies, and safety procedures.

Administrative & Reporting

Generate reports on call volume, service metrics, and guest feedback to identify trends and improve processes. Assist in scheduling and payroll management to meet budget goals. Maintain logs (e.g., Front Desk logbook, trace files) for continuity across shifts.

Revenue Management Support

Process phone‑based reservations when the reservations department is unavailable. Upsell hotel amenities and services appropriately during call interactions. Verify guest credit information and follow established credit policies.

Leadership & Collaboration

Lead by example, covering shifts as needed and ensuring team adherence to grooming/uniform standards. Collaborate with Front Desk, Housekeeping, and Concierge to coordinate guest requests (e.g., VIP arrivals, special amenities). Conduct monthly team meetings and training sessions.

Technical Skills & System Knowledge

Proficiency with PBX systems (Cisco, Avaya, or Mitel preferred). Experience with hotel property management systems (PMS). Competency in Microsoft Office Suite (Word, Excel, Outlook). Ability to operate multi‑line phone systems and peripheral equipment. Understanding of VoIP technology and digital communication platforms. Knowledge of emergency systems including fire alarms and security protocols.

What We’re Looking For

A focused individual with passion, personality, individuality, integrity, creativity, drive for continuous improvement and delivering outstanding guest service. Someone who has worked in PABX / Front Office Department and proficient with Opera System for at least 1 year.

What We Need From You

• Diploma / higher education qualification / equivalent in Hospitality specialisation or related field.
• One to two years of experience in a hospitality experience, or an equivalent combination of education and work experience in a similar role.
• One year in a supervisory role (luxury hotel/resort preferred).
• Ability to work varied shifts, including weekends/holidays.
• Ability to handle high‑pressure situations with grace.
• Must speak local language. Other languages preferred.

Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today.