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

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

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.