Five-Star Front Office Supervisor

Pullman; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Jora Malaysia, a luxury-hospitality employer in Kuala Lumpur, seeks a Guest Service Supervisor to lead Front Office operations, ensuring smooth arrivals, room allocations, and high-level service delivery. You will coordinate with Housekeeping, Reservations, and Rooms Division to sustain five-star standards while supervising Front Office staff.

The role requires supervisory experience in upscale hospitality, strong English communication, and proficiency with PMS (Opera) and Microsoft Office.

Qualifications

• Diploma or Certificate in Hotel Management, Hospitality, Tourism, Business Administration, or a related discipline.
• Previous experience in Front Office, Guest Services, Reception, or a similar hotel role.
• Supervisory experience in a five-star hotel or luxury resort is an advantage.
• Good knowledge of Front Office operations, guest service, room allocation, and cashiering.
• Proficiency in PMS, preferably Opera, and Microsoft Office applications.
• Strong supervisory, communication, organizational, and problem-solving skills.
• Excellent guest service, service recovery, and interpersonal skills.
• Good command of written and spoken English; additional languages are an advantage.
• Professional, proactive, reliable, and service-oriented with strong attention to detail.
• Able to work effectively across departments and maintain confidentiality.
• Willing to work shifts, weekends, public holidays, and during peak hotel operations.

Responsibilities

• Supervise daily Front Office and Guest Service operations, ensuring efficient and professional service.
• Monitor guest arrivals, departures, room assignments, check-ins, check-outs, room moves, VIPs, groups, and special requests.
• Coordinate with Housekeeping and Rooms Division to ensure room readiness and accurate room status.
• Ensure accurate guest information, room status, profiles, traces, and requests are updated in the PMS.
• Assist with room allocations and coordinate room availability, special requests, and group movements.
• Supervise check-in and check-out procedures, including billing, cashiering, payments, and settlement.
• Handle guest enquiries, complaints, and service recovery professionally and upscale matters when required.
• Follow up on guest requests, room discrepancies, maintenance issues, and other operational matters.
• Coordinate with Engineering and Housekeeping on room defects, maintenance, and Out of Order/Out of Service rooms.
• Conduct team briefings and assist with training, coaching, and development of Front Office colleagues.
• Monitor colleague grooming, attendance, performance, and compliance with hotel standards.
• Assist with daily Front Office reports, statistics, cash handling, key control, and operational records.
• Maintain guest and hotel confidentiality and comply with safety, security, and emergency procedures.
• Support the Front Office Manager and Duty Manager in maintaining operational efficiency, guest satisfaction, and five-star service standards.
• Perform other reasonable duties assigned by Management.

Skills

Front Office operations

Guest service excellence

Supervisory skills

Communication skills

Organizational skills

Problem-solving

Shift coordination

Confidentiality

Education

Diploma or Certificate in Hotel Management

Tools

PMS Opera

Microsoft Office

Job description

Jora Malaysia, a luxury-hospitality employer in Kuala Lumpur, seeks a Guest Service Supervisor to lead Front Office operations, ensuring smooth arrivals, room allocations, and high-level service delivery. You will coordinate with Housekeeping, Reservations, and Rooms Division to sustain five-star standards while supervising Front Office staff.

The role requires supervisory experience in upscale hospitality, strong English communication, and proficiency with PMS (Opera) and Microsoft Office.