Guest Experience Lead, Front Office Supervisor

IHG Hotels & Resorts

Kuala Lumpur

On-site

MYR 45,000 - 75,000

Full time

24 hours ago

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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.