Guest Service Supervisor / Assistant

Wyndham Suites KLCC; Kuala Lumpur; Vor Ort; MYR 50.000 - 70.000; Vollzeit

Zusammenfassung

Wyndham Suites KLCC is seeking a Guest Services Supervisor to oversee Front Desk operations, ensure service standards, and coach a team of Guest Service Assistants. You will manage check-ins/outs, cashiering accuracy, and guest communications, coordinating with Housekeeping and F&B to meet guest needs.

Responsibilities include supervising shift handovers, maintaining a pristine lobby, handling guest inquiries and complaints, and training staff on Front Desk systems.

Aufgaben

• Supervise Front Desk check-in/check-out activities and ensure procedures are followed.
• Ensure accurate room assignment and guest registration in line with policy.
• Oversee cashiering and payment procedures; coach staff to prevent errors.
• Coordinate with Housekeeping and F&B for VIP arrivals, room changes, and guest needs.
• Maintain lobby area and ensure staff present a professional image.
• Handle guest complaints and requests promptly and ensure follow-through.

Jobbeschreibung

Responsible for supervising Front Desk operations and the performance and conduct of Guest Service Assistants. Ensures consistent service standards, proper guest registration and cashiering procedures, and effective shift communication. Plans and delivers ongoing training on Front Desk systems and processes, and supports smooth coordination with Housekeeping and Food & Beverage for guest needs.

Guest Experience & Service Standards

Ensure guests are welcomed, assisted, and farewelled professionally in accordance with hotel greetings/phrases.

Maintain a professional, neat and pleasant image at all times and ensure the team does the same.

Ensure the reception counter and lobby front desk area are clean, organised and guest-ready.

Handle guest complaints, requests and inquiries promptly, tactfully and professionally; ensure follow-through until closure.

Ensure proper logging and handover of guest requests/complaints (logbook/traces) and confirm staff have read and initialled as required.

Front Desk Operations & Control

Supervise check-in and check-out activities and ensure staff follow established procedures.

Ensure room assignment and registration are completed accurately and in line with policy; ensure registration cards are properly completed and secured.

Ensure cashiering and payment procedures (cash/credit) are followed strictly; monitor for errors and coach staff to prevent recurrence.

Monitor occupancy/ARR/VIP/function information and ensure key shift information is updated and communicated to relevant staff.

Coordination & Internal Communication

Liaise closely with Housekeeping and Food & Beverage regarding VIP arrivals, room changes, extensions of stays, special arrangements and follow-up to meet guest needs.

Inform overnight staff of nightly activities, groups, VIP arrivals, special requests and repeat guests.

Training, Coaching & Team Development

Conduct daily/regular checks on work standards and grooming standards; provide immediate coaching where needed.

Conduct periodic knowledge checks (e.g., room types/sizes, outlets and operating hours, facilities, room rates, policies).

Prepare a Training Action Plan Calendar every three (3) months and submit to the Operations Manager; execute training according to plan.

Support onboarding and buddying of new team members; reinforce service recovery and guest-handling skills.

Administration & Reporting

Maintain proper filing of vouchers, bills, memos, correspondence and other Front Office documentation.

Conduct frequent checks on printing materials and stationery; maintain par stock, especially during peak periods.

Support night audit readiness by ensuring required Front Desk records are complete and accurate; assist with daily summary reporting as assigned.

General

Perform other Front Office duties as assigned by the Operations Manager to support operational needs.

Front Desk operations (day shift) and service recovery

Staff performance monitoring, training and standards enforcement

Guest registration and cashiering compliance

Shift communication and cross-department coordination

Your application will include the following questions:

• Which of the following types of qualifications do you have?
• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have as a Guest Services Supervisor?
• What's your expected monthly basic salary?