Customer Service & Front Desk Supervisor

Wakely & Partners Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A hospitality management company in Kuala Lumpur is seeking a Customer Service & Front Desk Supervisor. This role focuses on enhancing guest experiences and managing the front desk operations. Key responsibilities involve managing inquiries, assisting with check-ins, and overseeing team performance. A minimum of 1-year experience in customer service is required, along with proficiency in English and Bahasa Malaysia. The ideal candidate will be flexible with shift timings and possess strong problem-solving and communication skills.

Qualifications

• Minimum 1 year experience in Customer Service or Tourism and Hospitality industry.
• Proficiency in English and Bahasa Malaysia required.
• Mandarin speakers have an advantage.

Responsibilities

• Oversee and guide team members to ensure tasks are completed efficiently.
• Proactively identify operational and service-related issues.
• Respond promptly and professionally to guest inquiries.
• Ensure accuracy and efficiency during guest check-ins and check-outs.
• Develop and manage daily operational schedules.
• Maintain clear communication with the operations team.
• Address and resolve guest concerns efficiently.
• Perform administrative duties for smooth operations.
• Regularly update and manage booking platforms.

Skills

Customer Service

Communication

Problem Solving

Team Management

Flexibility

Tools

Microsoft Office

Email Applications

Instant Messaging Applications

Job description

Customer Service & Front Desk Supervisor

Wakely & Partners Sdn Bhd specializes in managing short-term vacation rentals situated in the vibrant heart of KL City Center. Our primary focus is collaborating with homeowners to oversee their apartment units, subsequently sub-leasing them on renowned platforms like Agoda, Airbnb, and Booking.com for short-term stays.

Job Description

We are looking for an energetic and guest-centric Customer Service and Front Desk Supervisor to join our hospitality team. This role is pivotal in enhancing the guest experience and creating a warm, welcoming environment for all visitors. Responsibilities include promptly responding to guest inquiries via phone, email, and chat, managing check-in and check-out processes, assisting with reservations, and offering valuable information about the property and local attractions. A strong focus on exceptional communication and a proactive approach to ensuring guest satisfaction are essential for success in this position.

Qualifications & Requirements

• Minimum 1 year experience in Customer Service or Tourism and Hospitality industry.
• Proficiency in English is mandatory. Required to speak and write well in Bahasa Malaysia.
• Mandarin speakers have an advantage.
• Proficient in computer skills (Microsoft Office, Email & Instant Messaging Applications).
• Must be able to work on weekends (Saturday & Sunday) & Public Holidays (if needed).
• Must be flexible for both Night shift & Day shift roles.

Tasks & Responsibilities

• Team Management: Oversee and guide team members to ensure tasks are completed efficiently, standards are met, and collaboration is maintained, while fostering a positive and motivated work culture.
• Problem Solving: Proactively identify operational and service-related issues, accurately report findings, analyze root causes, and recommend improvements.
• Customer Support: Respond promptly and professionally to guest inquiries via phone, email, and chat, addressing any questions and providing relevant information about our services and amenities.
• Check‑In & Check‑Out Management: Oversee all guest check‑ins and check‑outs, ensuring accuracy, efficiency, and a positive experience for each guest.
• Operations Scheduling: Develop and manage daily operational schedules to ensure timely task execution and seamless service.
• Staff Coordination: Maintain clear and consistent communication with the operations team to ensure guest needs, check‑ins, check‑outs, and other requests are met accurately and promptly.
• Issue Resolution: Address and resolve guest concerns or issues efficiently, ensuring a positive outcome that meets company standards.
• Administrative Support: Perform essential administrative duties, including data entry, filing, and document organization, to support the smooth operation of our services.
• Bookings & System Management: Regularly update and manage booking platforms and systems to maintain accurate information, ensuring reliability for guests and internal staff.

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