Guest Experience Front Office Supervisor

IHG Hotels & Resorts; Kampung Cendana; Presencial; MYR 72 000 - 105 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Guest relations

Team leadership

Customer service

Upselling

Descrição da oferta de emprego

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.