Front Office Supervisor (Shift Leader)

InterContinental 62s Group plc; Kampung Cendana; On-site; MYR 72,000 - 105,000; Full time

Job summary

InterContinental 62s Group plc in Kuala Lumpur is seeking a proactive Front Office Manager to supervise Front Office, Guest Relations and Reception teams, ensuring guest satisfaction and smooth operations.

You will drive personalized service to high-value guests, address issues promptly, and coordinate with Duty Manager as needed. Strong leadership and service excellence are essential for elevating the guest experience.

Qualifications

• Minimum 2+ years in front office/hospitality roles.
• Strong communication skills in English and local language.
• Ability to manage multiple tasks and resolve guest issues promptly.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.
• Monitor and ensureMembers, VIP guests receive exceptional attention, care, and personalized service during their stay.
• Address and resolve guest complaints and incidents in a timely and effective manner, coordinating with the Duty Manager when needed.
• Respond promptly to guest needs, ensuring requests are met and problems are solved with a focus on guest satisfaction.
• Handle guest inquiries about hotel services, local attractions, and activities, offering tailored suggestions and assistance.
• Supervise and manage Front Office, Guest Relations, and Reception teams, ensuring a high standard of service is maintained.
• Ensure all team members are properly trained on systems, security protocols, and service standards to maintain smooth operations.
• Actively mentor, coach, and provide feedback to team members, supporting their professional development and improving team performance.
• Promote inter-hotel sales, including dining, spa, pool, gym, and other in-house services, and encourage guests to take advantage of hotel amenities.

Skills

Guest relations

Team leadership

Customer service

Upselling

Job description

Your Day To Day

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.

• Monitor and ensure that IHG One Rewards Members, InterContinental Ambassadors, and VIP guests receive exceptional attention, care, and personalized service during their stay.

• Address and resolve guest complaints and incidents in a timely and effective manner, coordinating with the Duty Manager when needed and documenting actions in the Log Book.

• Respond promptly to guest needs, ensuring requests are met and problems are solved with a focus on guest satisfaction and experience.

• Handle guest inquiries about hotel services, local attractions, and activities, offering tailored suggestions and assistance.

• Supervise and manage Front Office, Guest Relations, and Reception teams, ensuring a high standard of service is maintained.

• Ensure all team members are properly trained on systems, security protocols, and service standards to maintain smooth operations.

• Actively mentor, coach, and provide feedback to team members, supporting their professional development and improving team performance.

• Monitor and enforce standards of conduct, uniform, hygiene, and appearance to maintain a professional image.

• Ensure that team members have the tools and equipment needed to effectively carry out their job duties.

• Coordinate with other departments to ensure smooth guest service and resolve any issues promptly.

• Oversee shift operations, ensuring front office processes, check-in/check-out procedures, and room assignments are completed efficiently.

• Ensure hotel policies and standards are adhered to across all areas, maintaining consistency in operations and guest experience.

• Review daily reports, including guest billing instructions, credit limits, and the rate variance report to ensure compliance and revenue control.

• Monitor occupancy, room availability, and ensure rooms are prepared on time for arriving guests, coordinating with Housekeeping and Maintenance as necessary.

• Assist with operational checklists, ensuring daily procedures are completed and tasks are managed effectively.

• Monitor and control guest billing, ensuring accurate charges and prompt resolution of any discrepancies.

• Ensure the smooth functioning of the Property Management System (PMS), taking immediate action in the event of any system failures or emergencies.

• Actively participate in upselling and revenue initiatives, promoting hotel facilities, dining outlets, and services to enhance revenue.

• Respond to emergency situations, including system downtimes, and implement recovery procedures effectively.

• Ensure that all team members are fully trained in emergency protocols, including fire safety, evacuation procedures, and first-aid measures.

• Act as a point of contact in any crisis or incident situations, managing operations and guest welfare until resolution.

• Promote inter-hotel sales, including dining, spa, pool, gym, and other in-house services, and encourage guests to take advantage of hotel amenities.

• Collaborate with the Concierge and Airport Concierge team to ensure smooth transportation arrangements for guests, including airport pick-up/drop-off.

• Keep up-to-date with local events and attractions, offering guests suggestions and recommendations as needed.

• Participate in IHG training programs to improve personal skills and development.

• Provide guidance and training for new team members, ensuring they understand hotel policies, procedures, and customer service standards.

• Perform ad-hoc duties as required, stepping in to support the team with unexpected tasks or demands.

• Ensure completion of any necessary administrative work, including the documentation of incidents, guest feedback, and other operational reports.

• Represent the hotel brand with pride and professionalism, maintaining a polished appearance and professional demeanor at all times.

• Be the face of the hotel during shift, ensuring that the team and guests feel supported and valued.

• Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.

What We Need From You

• Speak local language. English language skill both written and verbal is a plus.

• Having self-transportation is an advantage.

• Communication skills are utilized a significant amount of time when interacting with clients and the guests.