Guest Service Centre Lead, Luxury Hotel

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 40,000 - 65,000; Full time

Job summary

IHG Hotels & Resorts in Kuala Lumpur, Malaysia is seeking a dynamic Supervisor for the Guest Service Centre. You will lead shifts, coach staff, and ensure warm, professional guest interactions, while coordinating across departments to meet service standards.

You will manage call handling, escalation of guest complaints, and VIP requests with discretion, maintaining a high level of hospitality and team collaboration in a fast-paced hotel environment.

Qualifications

• Minimum supervisory experience in a guest service or call centre setting.
• Strong leadership and communication skills required.
• Fluent English required; Bahasa Malaysia an advantage.

Responsibilities

• Lead and support the Guest Service Centre on shift, assigning tasks and monitoring performance.
• Train and coach colleagues on service standards and guest engagement techniques.
• Conduct performance evaluations and develop team members.
• Ensure warmth, professionalism and exceptional guest interactions.
• Prepare schedules and ensure peak coverage.
• Foster a positive, collaborative environment across departments.
• Oversee daily operations and handle guest requests with tact and urgency.
• Act as escalation point for guest complaints and VIP requests.

Skills

Leadership

Team management

Communication

Problem solving

Multitasking

Attention to detail

Calm under pressure

MS Office

Opera PMS

Tools

Opera PMS

MS Office

Job description

IHG Hotels & Resorts in Kuala Lumpur, Malaysia is seeking a dynamic Supervisor for the Guest Service Centre. You will lead shifts, coach staff, and ensure warm, professional guest interactions, while coordinating across departments to meet service standards.

You will manage call handling, escalation of guest complaints, and VIP requests with discretion, maintaining a high level of hospitality and team collaboration in a fast-paced hotel environment.