Guest Service Centre Lead — Elevate VIP Hospitality

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 47,000 - 78,000; Full time

Job summary

InterContinental Hotels Group is seeking a Supervisory role for the Guest Service Centre in Kuala Lumpur. You will lead a team on shift, train colleagues, and ensure service excellence across guest interactions.

The role requires strong communication, leadership, and multitasking abilities, with fluency in English and flexibility to cover varied shifts, including weekends. Hotel experience preferred.

Qualifications

• Previous experience in a supervisory role within a telephone, customer service or guest service environment.
• Strong leadership and team-building skills.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks and prioritise effectively.
• Fluent English; Bahasa Malaysia an advantage.
• Familiarity with telephone systems and equipment.
• Proficiency in MS Office and OPERA.
• Flexibility to work varied shifts, including weekends and public holidays.

Responsibilities

• Lead and support the Guest Service Centre team on shift, assigning tasks and monitoring performance.
• Train and coach colleagues on service standards and guest engagement techniques.
• Conduct performance evaluations and contribute to team development.
• Lead by example with warmth, composure and excellence in interactions.
• Prepare schedules and ensure adequate coverage, including peak periods.
• Foster a positive, collaborative working environment across departments.

Skills

Leadership

Team Building

Communication

Customer Service

Multitasking

Calm Under Pressure

Training & Coaching

Fluent English

Telephone Systems Familiarity

Tools

OPERA

MS Office

Job description

InterContinental Hotels Group is seeking a Supervisory role for the Guest Service Centre in Kuala Lumpur. You will lead a team on shift, train colleagues, and ensure service excellence across guest interactions.

The role requires strong communication, leadership, and multitasking abilities, with fluency in English and flexibility to cover varied shifts, including weekends. Hotel experience preferred.