Front Office Supervisor (Shift Leader)

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

InterContinental Kuala Lumpur is seeking a hands-on Front Office/Guest Relations leader to deliver exceptional guest experiences from arrival to departure. You will supervise Front Office, Guest Relations and Reception teams, mentor staff, uphold service standards, coordinate with Housekeeping and Maintenance, and drive upselling and loyalty program initiatives.

The role demands strong communication, problem solving, and a polished professional demeanor to represent the InterContinental brand

Qualifications

• 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.

Responsibilities

• 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.

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.