Front Desk Supervisor - Customer Experience Lead

Cofreth (M) Sdn Bhd; Sepang; On-site; MYR 42,000 - 72,000; Full time

Job summary

Cofreth (M) Sdn Bhd in Malaysia is seeking a proactive Front Desk Supervisor to lead daily operations, ensure service standards and supervise Front Desk staff. You will plan rosters, monitor performance and resolve guest queries to maintain a high level of guest satisfaction.

The role requires strong communication, leadership and a customer‑oriented mindset, with willingness to work weekends and rotating shifts in a fast‑paced environment.

Qualifications

• Minimum SPM or Diploma in a related field.
• Experience in customer service, hospitality, front desk or retail, with supervisory exposure.
• Strong communication, interpersonal, leadership and team coordination.
• Pleasant, well‑groomed and customer‑oriented.
• Capable of handling complaints and working in a fast‑paced environment.
• Proficient in MS Office applications.
• Mandarin ability is an advantage.
• Reliable, organized and able to work independently or in a team.
• Willing to work weekends, public holidays and rotating shifts.

Responsibilities

• Lead and oversee the daily Front Desk operations to ensure smooth workflow, adequate staff coverage and consistent service standards.
• Supervise, guide and support Front Desk staff, ensuring tasks are completed efficiently and per procedures.
• Plan and coordinate staff rosters, shift arrangements and task allocation for effective manpower coverage.
• Conduct daily team briefings and communicate mall activities, promotions, events and procedures to Front Desk staff.
• Monitor attendance, grooming, performance and compliance with policies and service standards.
• Provide on‑the‑job coaching and address performance or service issues as appropriate.
• Monitor customer service operations and ensure enquiries and complaints are attended to promptly, escalating when needed.
• Take ownership of escalated customer complaints and coordinate with relevant departments for timely resolution.
• Ensure Front Desk records and information are accurate and reports prepared for Management.

Skills

Customer service

Leadership

Team coordination

Communication skills

Problem solving

Personable demeanor

Independent worker and team player

Education

Minimum SPM or Diploma (Hospitality/Business Admin/Customer Service)

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Cofreth (M) Sdn Bhd in Malaysia is seeking a proactive Front Desk Supervisor to lead daily operations, ensure service standards and supervise Front Desk staff. You will plan rosters, monitor performance and resolve guest queries to maintain a high level of guest satisfaction.

The role requires strong communication, leadership and a customer‑oriented mindset, with willingness to work weekends and rotating shifts in a fast‑paced environment.