Guest Service Centre Supervisor - Regent Kuala Lumpur (Pre-Opening)

IHG Hotels & Resorts; Kuala Lumpur; Sur place; MYR 40 000 - 65 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Team management

Communication

Problem solving

Multitasking

Attention to detail

Calm under pressure

MS Office

Opera PMS

Outils

Opera PMS

MS Office

Description du poste

• Lead and support the Guest Service Centre team on shift, assigning tasks, monitoring performance and providing timely, constructive feedback
• Train and coach colleagues on service standards, call handling, communication systems and guest engagement techniques
• Conduct performance evaluations and contribute to the development of each team member
• Lead by example, demonstrating warmth, composure and a commitment to excellence in every interaction
• Prepare schedules and ensure the right coverage at all times, including peak periods
• Foster a positive, collaborative working environment and a strong sense of one team across departments

YOUR DAY TO DAY

People

• Lead and support the Guest Service Centre team on shift, assigning tasks, monitoring performance and providing timely, constructive feedback
• Train and coach colleagues on service standards, call handling, communication systems and guest engagement techniques
• Conduct performance evaluations and contribute to the development of each team member
• Lead by example, demonstrating warmth, composure and a commitment to excellence in every interaction
• Prepare schedules and ensure the right coverage at all times, including peak periods
• Foster a positive, collaborative working environment and a strong sense of one team across departments

Guest Experience

• Oversee the daily operations of the Guest Service Centre, ensuring every call and request is answered promptly and handled with warmth and professionalism
• Act as the point of escalation for guest requests, complaints and sensitive situations, resolving them with tact and ensuring every concern is closed out promptly
• Monitor open requests across departments, prioritising and following through until each one is fulfilled in a timely manner
• Anticipate guest needs wherever possible, offering help before it is asked for
• Monitor guest feedback and service quality to identify opportunities for improvement
• Handle VIP and special requests with discretion and care

Communication and Coordination

• Work closely with all departments to ensure seamless service delivery and that each guest request is completed
• Ensure calls are directed accurately and internal communications are handled effectively
• Ensure messages for guests and colleagues are taken and delivered accurately, promptly and with complete confidentiality
• Oversee the operation of the hotel’s telephone and communication systems, including voicemail, call forwarding and other telecommunication functions, and liaise with Engineering or IT on any faults
• Ensure effective shift handovers, briefing the team on relevant events, requests and follow-ups
• Keep the team informed of hotel events, promotions, VIP arrivals and service updates

Administration and Reporting

• Maintain accurate records of requests, complaints and service recovery actions
• Prepare reports on call volumes, response times, request fulfilment and guest feedback as required
• Assist with the development and implementation of service standards, policies and procedures to ensure consistency and excellence
• Monitor the use of telecommunication equipment and resources, and report any issues

Responsbile Business

• Support our commitment to responsible business by ensuring efficient communication operations and upholding confidentiality standards
• Manage resources effectively, minimising waste and supporting the hotel’s sustainability initiatives
• Follow company safety and security procedures, including emergency procedures, and ensure the team does the same

Accountabilities

• Effective leadership and development of the Guest Service Centre team
• Efficient and accurate management of telephone communications and guest requests
• High-quality handling of guest enquiries, escalations and service recovery
• Accurate message taking and delivery
• Effective coordination with other departments to ensure seamless service delivery
• Compliance with company policies and confidentiality standards

What We Need From You

To thrive in this role and bring poise and precision to the guest journey, you'll need:

• Previous experience in a supervisory role within a telephone, customer service or guest service environment, preferably within a luxury hotel or hospitality setting
• Strong leadership and team-building skills, with the ability to motivate and inspire others
• Excellent communication and interpersonal skills
• Ability to handle multiple tasks and prioritise effectively
• Strong problem-solving abilities and attention to detail
• Professional demeanour, reliability and a positive attitude
• Ability to remain calm under pressure and handle difficult situations with tact
• Familiarity with telephone systems and equipment
• Proficiency in computer software applications, including MS Office and property management systems such as OPERA
• Flexibility to work varied shifts, including weekends and public holidays
• Fluent English required; Bahasa Malaysia and other languages an advantage

This position is only open to Malaysian citizens, permanent residents and spouse visa holders with the legal right to work in Malaysia.