Guest Service Supervisor

Pullman; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Jora Malaysia, a luxury-hospitality employer in Kuala Lumpur, seeks a Guest Service Supervisor to lead Front Office operations, ensuring smooth arrivals, room allocations, and high-level service delivery. You will coordinate with Housekeeping, Reservations, and Rooms Division to sustain five-star standards while supervising Front Office staff.

The role requires supervisory experience in upscale hospitality, strong English communication, and proficiency with PMS (Opera) and Microsoft Office.

Qualifications

• Diploma or Certificate in Hotel Management, Hospitality, Tourism, Business Administration, or a related discipline.
• Previous experience in Front Office, Guest Services, Reception, or a similar hotel role.
• Supervisory experience in a five-star hotel or luxury resort is an advantage.
• Good knowledge of Front Office operations, guest service, room allocation, and cashiering.
• Proficiency in PMS, preferably Opera, and Microsoft Office applications.
• Strong supervisory, communication, organizational, and problem-solving skills.
• Excellent guest service, service recovery, and interpersonal skills.
• Good command of written and spoken English; additional languages are an advantage.
• Professional, proactive, reliable, and service-oriented with strong attention to detail.
• Able to work effectively across departments and maintain confidentiality.
• Willing to work shifts, weekends, public holidays, and during peak hotel operations.

Responsibilities

• Supervise daily Front Office and Guest Service operations, ensuring efficient and professional service.
• Monitor guest arrivals, departures, room assignments, check-ins, check-outs, room moves, VIPs, groups, and special requests.
• Coordinate with Housekeeping and Rooms Division to ensure room readiness and accurate room status.
• Ensure accurate guest information, room status, profiles, traces, and requests are updated in the PMS.
• Assist with room allocations and coordinate room availability, special requests, and group movements.
• Supervise check-in and check-out procedures, including billing, cashiering, payments, and settlement.
• Handle guest enquiries, complaints, and service recovery professionally and upscale matters when required.
• Follow up on guest requests, room discrepancies, maintenance issues, and other operational matters.
• Coordinate with Engineering and Housekeeping on room defects, maintenance, and Out of Order/Out of Service rooms.
• Conduct team briefings and assist with training, coaching, and development of Front Office colleagues.
• Monitor colleague grooming, attendance, performance, and compliance with hotel standards.
• Assist with daily Front Office reports, statistics, cash handling, key control, and operational records.
• Maintain guest and hotel confidentiality and comply with safety, security, and emergency procedures.
• Support the Front Office Manager and Duty Manager in maintaining operational efficiency, guest satisfaction, and five-star service standards.
• Perform other reasonable duties assigned by Management.

Skills

Front Office operations

Guest service excellence

Supervisory skills

Communication skills

Organizational skills

Problem-solving

Shift coordination

Confidentiality

Education

Diploma or Certificate in Hotel Management

Tools

PMS Opera

Microsoft Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Guest Service Supervisor provides supervisory and operational support to the Front Office Division, ensuring smooth guest arrivals, departures, room allocation, guest requests, and service delivery. The role supervises Front Office colleagues and coordinates with Housekeeping, Reservations, Rooms Division, Engineering, and other departments to maintain five-star service standards.

Responsibilities

• Supervise daily Front Office and Guest Service operations, ensuring efficient and professional service.
• Monitor guest arrivals, departures, room assignments, check-ins, check-outs, room moves, VIPs, groups, and special requests.
• Coordinate with Housekeeping and Rooms Division to ensure room readiness and accurate room status.
• Ensure accurate guest information, room status, profiles, traces, and requests are updated in the PMS.
• Assist with room allocations and coordinate room availability, special requests, and group movements.
• Supervise check-in and check-out procedures, including billing, cashiering, payments, and settlement.
• Handle guest enquiries, complaints, and service recovery professionally and upscale matters when required.
• Follow up on guest requests, room discrepancies, maintenance issues, and other operational matters.
• Coordinate with Engineering and Housekeeping on room defects, maintenance, and Out of Order/Out of Service rooms.
• Conduct team briefings and assist with training, coaching, and development of Front Office colleagues.
• Monitor colleague grooming, attendance, performance, and compliance with hotel standards.
• Assist with daily Front Office reports, statistics, cash handling, key control, and operational records.
• Maintain guest and hotel confidentiality and comply with safety, security, and emergency procedures.
• Support the Front Office Manager and Duty Manager in maintaining operational efficiency, guest satisfaction, and five-star service standards.
• Perform other reasonable duties assigned by Management.

Qualifications

• Diploma or Certificate in Hotel Management, Hospitality, Tourism, Business Administration, or a related discipline.
• Previous experience in Front Office, Guest Services, Reception, or a similar hotel role.
• Supervisory experience in a five-star hotel or luxury resort is an advantage.
• Good knowledge of Front Office operations, guest service, room allocation, and cashiering.
• Proficiency in PMS, preferably Opera, and Microsoft Office applications.
• Strong supervisory, communication, organizational, and problem-solving skills.
• Excellent guest service, service recovery, and interpersonal skills.
• Good command of written and spoken English; additional languages are an advantage.
• Professional, proactive, reliable, and service-oriented with strong attention to detail.
• Able to work effectively across departments and maintain confidentiality.
• Willing to work shifts, weekends, public holidays, and during peak hotel operations.