Guest Service Supervisor

PULLMAN KUALA LUMPUR CITY CENTRE HOTEL & RESIDENCES; Kuala Lumpur; On-site; MYR 67,000 - 89,000; Full time

Benefits offered by this job

Medical Dental Allowance

Annual Increment

Bonus

Sports

Free M

Job summary

Pullman Kuala Lumpur City Centre Hotel & Residences is seeking a Guest Service Supervisor to lead Front Office operations and guest services, coordinating with Housekeeping, Reservations, and Rooms Division to ensure five-star service standards.

Responsibilities include supervising check-ins/outs, room allocations, and handling guest requests, with a focus on service recovery and confidentiality. Shift-based work is required in a luxury hotel environment.

Qualifications

• Diploma or certificate in hotel management or related discipline.
• Experience in Front Office, Guest Services, or reception.
• Supervisory experience in a five-star hotel is an advantage.
• Proficiency in PMS, preferably Opera, and MS Office.

Responsibilities

• Supervise daily Front Office and Guest Service operations.
• Monitor arrivals, departures, room assignments, check-ins/check-outs.
• Coordinate with Housekeeping and Rooms Division for readiness.
• Ensure accurate guest information and room status in PMS.
• Assist with room allocations and group movements.
• Supervise check-in/check-out procedures, including billing.
• Handle guest inquiries, complaints, and service recovery.
• Follow up on guest requests and maintenance issues.
• Coordinate with Engineering and Housekeeping on defects and OOO/OS rooms.
• Conduct team briefings and assist with training of Front Office staff.

Skills

Supervisory experience

Front Office operations

Guest service

Cashiering

PMS Opera

Microsoft Office

English communication

Education

Diploma or Certificate in Hotel Management, Hospitality, Tourism, Business Administration

Tools

PMS Opera

Microsoft Office

Job description

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 escalat...
• 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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Hotel & Accommodation Services 101-1,000 employees

Global nomads have a hub away from home. The light-filled lobby, abstract chandelier and spiral marble staircase welcome guests to the Pullman Kuala Lumpur City Centre Hotel And Residences. Two distinctive towers house 450 rooms and suites and 157 residences with sweeping views of KL's glittering skyline. For a night or a month, travellers have a vibrant space to work and play.

Pullman is near where globetrotters want to be a short walk from Raja Chulan Monorail station and opposite the Pavilion Kuala Lumpur luxury mall. Pullman is in bustling Bukit Bintang, the city’s shopping, dining and business centre.

Four restaurants and three bars offer the best of local and international cuisine. Free high-speed Wi-Fi keeps adventurers connected, wherever they are in the hotel. State-of-the-art facilities, versatile spaces and dedicated event managers let guests focus on work. The spa, fitness centre and outdoor pool energise play and downtime. The newly renovated Grand Ballroom caters to weddings and banquets.

Pullman welcomes demanding travellers - for business and pleasure.

Global nomads have a hub away from home. The light-filled lobby, abstract chandelier and spiral marble staircase welcome guests to the Pullman Kuala Lumpur City Centre Hotel And Residences. Two distinctive towers house 450 rooms and suites and 157 residences with sweeping views of KL's glittering skyline. For a night or a month, travellers have a vibrant space to work and play.

Pullman is near where globetrotters want to be a short walk from Raja Chulan Monorail station and opposite the Pavilion Kuala Lumpur luxury mall. Pullman is in bustling Bukit Bintang, the city’s shopping, dining and business centre.

Four restaurants and three bars offer the best of local and international cuisine. Free high-speed Wi-Fi keeps adventurers connected, wherever they are in the hotel. State-of-the-art facilities, versatile spaces and dedicated event managers let guests focus on work. The spa, fitness centre and outdoor pool energise play and downtime. The newly renovated Grand Ballroom caters to weddings and banquets.

Pullman welcomes demanding travellers - for business and pleasure.

Global nomads have a hub away from home. The light-filled lobby, abstract chandelier and spiral marble staircase welcome guests to the Pullman Kuala Lumpur City Centre Hotel And Residences. Two distinctive towers house 450 rooms and suites and 157 residences with sweeping views of KL's glittering skyline. For a night or a month, travellers have a vibrant space to work and play.

Pullman is near where globetrotters want to be a short walk from Raja Chulan Monorail station and opposite the Pavilion Kuala Lumpur luxury mall. Pullman is in bustling Bukit Bintang, the city’s shopping, dining and business centre.

Four restaurants and three bars offer the best of local and international cuisine. Free high-speed Wi-Fi keeps adventurers connected, wherever they are in the hotel. State-of-the-art facilities, versatile spaces and dedicated event managers let guests focus on work. The spa, fitness centre and outdoor pool energise play and downtime. The newly renovated Grand Ballroom caters to weddings and banquets.

Pullman welcomes demanding travellers - for business and pleasure.

Perks and benefits

• Medical Dental Allowance
• Annual Increment
• Bonus
• Sports
• Free M