Regent Club Supervisor - Regent Kuala Lumpur (Pre-Opening)

IHG Hotels & Resorts; Kuala Lumpur; Sur place; MYR 134 000 - 246 000; Plein temps

Résumé du poste

IHG Hotels & Resorts seeks a Regent Club Manager in Kuala Lumpur to provide leadership for the Regent Club team and drive exceptional guest experiences. You will coordinate with Food & Beverage, Housekeeping, Kitchen and Front Office to ensure seamless operations and high service standards.

You will lead training, monitor performance and develop offerings to enhance the value proposition for hotel guests, while managing inventory and financial records to support decision-making.

Qualifications

• Bachelor’s degree in Hospitality Management or related field is required or preferred.
• Fluent English with excellent interpersonal and communication skills.
• Proven leadership and team-building experience in luxury hospitality environments.
• Experience in guest service excellence and handling guest issues effectively.
• Proficiency with MS Office and property management systems.
• Flexibility to work varied shifts, including weekends and holidays.

Responsabilités

• Provide leadership and guidance to the Regent Club team, fostering a positive, collaborative environment.
• Conduct regular training sessions on service standards, product knowledge and guest engagement techniques.
• Delegate tasks effectively, monitor performance and provide constructive feedback to optimise productivity and service quality.
• Lead by example with a commitment to guest service excellence and operational efficiency.
• Monitor team performance metrics and provide input for improvements.
• Coordinate with F&B, Housekeeping, kitchen and Front Office to meet guest requests and integrate Regent Club with hotel operations.
• Promote Regent Club services and amenities to guests, upselling where appropriate.
• Monitor Regent Club usage and guest feedback to identify areas for improvement and enhance value proposition.
• Manage inventory and supplies, ensure stock levels and budget adherence.
• Maintain accurate records of Regent Club operations, guest preferences, inventory and financial transactions.
• Generate reports on occupancy, revenue and guest satisfaction, providing insights for decision-making.
• Handle cash and credit card transactions accurately and efficiently.

Connaissances

Leadership

Team-building

Interpersonal communication

Guest service excellence

Problem resolution

MS Office

PMS (Property Management System)

Fluent English

Flexibility for shifts

Formation

Bachelor’s degree in Hospitality Management or related field

Outils

PMS (Property Management System)

MS Office

Description du poste

• Provide leadership and guidance to the Regent Club team, fostering a positive, collaborative environment
• Conduct regular training sessions so all team members are well versed in service standards, product knowledge and guest engagement techniques
• Delegate tasks effectively, monitor performance and provide constructive feedback to optimise productivity and service quality
• Lead by example, demonstrating a commitment to excellence in guest service and operational efficiency
• Monitor team performance metrics and provide input for improvement
• Coordinate with Food and Beverage, Housekeeping, the kitchen and Front Office to fulfil guest requests, maintain service standards and integrate Regent Club seamlessly with overall hotel operations
• Actively promote Regent Club services and amenities to hotel guests, upselling where appropriate to maximise revenue opportunities
• Monitor Regent Club usage and guest feedback to identify areas for improvement and develop offerings that enhance the value proposition
• Manage inventory and supplies, ensuring adequate stock levels and adherence to budgetary guidelines
• Prepare and maintain accurate records of Regent Club operations, including guest preferences, inventory levels and financial transactions
• Generate reports on key performance indicators such as occupancy, revenue and guest satisfaction scores, providing insights to inform decision-making
• Handle cash and credit card transactions accurately and efficiently

People

• Provide leadership and guidance to the Regent Club team, fostering a positive, collaborative environment
• Conduct regular training sessions so all team members are well versed in service standards, product knowledge and guest engagement techniques
• Delegate tasks effectively, monitor performance and provide constructive feedback to optimise productivity and service quality
• Lead by example, demonstrating a commitment to excellence in guest service and operational efficiency
• Monitor team performance metrics and provide input for improvement
• Coordinate with Food and Beverage, Housekeeping, the kitchen and Front Office to fulfil guest requests, maintain service standards and integrate Regent Club seamlessly with overall hotel operations

Financial

• Actively promote Regent Club services and amenities to hotel guests, upselling where appropriate to maximise revenue opportunities
• Monitor Regent Club usage and guest feedback to identify areas for improvement and develop offerings that enhance the value proposition
• Manage inventory and supplies, ensuring adequate stock levels and adherence to budgetary guidelines
• Prepare and maintain accurate records of Regent Club operations, including guest preferences, inventory levels and financial transactions
• Generate reports on key performance indicators such as occupancy, revenue and guest satisfaction scores, providing insights to inform decision-making
• Handle cash and credit card transactions accurately and efficiently

Guest Experience

• Oversee the daily operations of Regent Club, ensuring seamless service and personalised guest experiences
• Greet guests upon arrival and ensure their needs and preferences are met promptly and gracefully
• Maintain a warm, welcoming atmosphere, anticipating and addressing guest needs with professionalism and courtesy
• Handle guest enquiries, requests and complaints in a timely, effective manner, escalating issues where necessary and striving to exceed expectations
• Monitor guest satisfaction levels and implement strategies to enhance the overall experience
• Build rapport with guests, act as a brand ambassador, and promote hotel amenities, services and loyalty programmes
• Oversee the setup and presentation of food and beverage offerings, maintaining high standards of quality, hygiene and presentation at all times
• Assist in developing and implementing policies, procedures and standards that ensure consistency and excellence in Regent Club operations

Responsible Business

• Conduct regular inspections of Regent Club to ensure cleanliness, safety and compliance with brand standards and regulations
• Follow property-specific procedures for handling emergencies, including evacuations, medical emergencies and natural disasters
• Report work-related incidents or injuries immediately to the Regent Club Manager, Front Office Manager or Director of Rooms
• Follow company safety and security measures, monitoring daily operations to ensure all colleagues adhere to procedures
• Maintain a safe and healthy environment for guests and colleagues, addressing safety concerns promptly
• Order and maintain supplies and equipment in a timely, efficient manner, minimising waste and supporting the hotel’s sustainability initiatives
• Maintain procedures for the security of lost and found items in Regent Club areas
• Perform other duties as assigned based on operational needs

Accountabilities

• Reports to the Regent Club Manager
• Supervises Regent Club Hosts and Associates on shift
• Consistent delivery of a personalised, high-touch guest experience that reflects Regent’s luxury standards
• Contribution to Regent Club revenue and upselling targets
• Accurate record-keeping and cash handling across Regent Club operations

What We Need From You

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

• Bachelor’s degree in Hospitality Management or a related field preferred
• Previous experience in a supervisory role within a luxury hotel or upscale hospitality environment
• Strong leadership and team-building skills, with the ability to motivate and inspire others
• Exceptional interpersonal and communication skills
• Proven track record of delivering exceptional guest service and resolving guest issues effectively
• Sound knowledge of food and beverage operations, including fine dining etiquette and wine service
• Proficiency in MS Office and property management systems
• Flexibility to work varied shifts, including weekends and public holidays
• Fluent English required; other languages an advantage

Physical Requirements

• Ability to stand, walk and lift objects up to 10 kilos
• Stamina to work long hours while remaining attentive to guest needs

Working Conditions

• Work is primarily indoors within the lounge, with occasional exposure to kitchen and outdoor environments
• A fast-paced and at times demanding environment

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