Front Office Supervisor (Shift Leader)

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 45,000 - 75,000; Full time

Job summary

IHG Hotels & Resorts in Kuala Lumpur seeks a hands-on Front Office/Guest Relations leader to drive guest satisfaction and manage daily operations. You will mentor teams, coordinate with Housekeeping and Maintenance, and ensure seamless check-in/check-out while promoting hotel services.

The role emphasizes upselling, loyalty program support, and maintaining high service standards across all guest touchpoints.

Qualifications

• Experience in front office operations and guest relations.
• Ability to mentor and coach team members.
• Proven skills in resolving guest issues and complaints.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition and attentive service.
• Monitor VIP and loyalty program guests and tailor service.
• Address and resolve guest complaints promptly in coordination with Duty Manager.
• Supervise Front Office, Guest Relations and Reception teams.
• Ensure staff training on systems, security, and service standards.
• Oversee check-in/check-out, room assignments and PMS operations.
• Maintain uniform, hygiene, and professional appearance standards.
• Coordinate with Housekeeping, Maintenance and other departments for smooth operations.
• Participate in upselling and revenue initiatives for facilities and services.
• Document incidents, guest feedback and operational reports.

Skills

Guest relations

Team supervision

Front office operations

VIP guest service

Training & coaching

Communication

Upselling & revenue

Emergency procedures

PMS system

Tools

PMS (Property Management System)

Job description

• 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.

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.