Supervisor, Guest Service

Citadines Waterfront Kota Kinabalu; West Coast Division; On-site; MYR 20,000 - 100,000; Full time

Job summary

A well-known hotel in Kota Kinabalu is seeking a dynamic Operations Manager to oversee Front Desk and daily hotel operations. Responsibilities include supervising staff, ensuring guest satisfaction, preparing reports, and managing training sessions. The ideal candidate will have experience in hotel operations and strong interpersonal skills.

Qualifications

• Experience in hotel operations, preferably in Front Desk management.
• Strong leadership and communication skills.
• Ability to handle guest complaints effectively.

Responsibilities

• Oversee daily hotel operations including Front Desk and Food & Beverage.
• Ensure high guest satisfaction through regular interaction.
• Prepare staff schedules and reports.

Job description

1. Daily Operations - Overall incharged of the following sections: Telephone Operations, Front Desk Operations, Food & Beverage Operations, the responsibilities will be rotated once every three months.

• 1.1 To keep abreast of all internal promotions and be aware of all facilities available for the guests.
• 1.2 Read communication log and follow up on any pending issues.
• 1.3 Conducts daily briefing for all staff.
• 1.4 Informative on current promotion in house.
• 1.5 Supervise and assist Guest Service Officer and Telephone Operator the daily operations.
• 1.6 Checks on the accuracy and completeness of the GSO work.
• 1.7 Maintains and ensures accurate records and reports for the laundry tokettes, and cash float both at the Front Desk and Lounge.
• 1.8 Attends to all operating equipment and telephone faults for immediate rectification.
• 1.9 Handles car park administration, collection at the front desk.
• 1.10 Performs cashiering functions and daily closing duties both at the Front Desk and Lounge.
• 1.11 Conducts show apartments for walk-in guest.
• 1.12 Personalized check in VIP or Long Term guests.
• 1.13 Performs night audits functions on midnight shift.
• 1.14 Performs month end closing functions for Front Desk and Lounge.
• 1.15 Assist Lobby Security Officer with security surveillance by screening all in-coming guests.
• 1.16 Checks all guest accounts for accuracy and highlight to GSM on late and outstanding guest balances.
• 1.17 Checks and maintain sufficient stock of fruits and juices at the front desk.
• 1.18 Monitors and controls operation expenses at the Front Desk, Telephone and Lounge.
• 1.19 Ensures a high level of cleanliness and orderliness at the Front Desk, Telephone Operator room.
• 1.20 Verify spoilage, spillage and wastage at the Lounge before submission to GSM for approval.
• 1.21 To assist in opening of Safe Deposit Box in the apartment upon the request of the guest or Housekeeping in the presence of Senior Security Officer.

Guest Relations

• 2.1 Meet and greet guests upon arrival and departure at the Front Desk and Lounge. To present welcome treatment i.e. welcome drinks, garlands etc.
• 2.2 Maintains a friendly and professional relationship with guests.
• 2.3 Attends to guest needs and resolve complaints effectively.
• 2.4 Participate and assist in all guest activities organised by Management.
• 2.5 Co-ordinate with other departments on guest requests, arrivals, departures and transfers.

Administration

• 3.1 Prepares Staff duty roster and attendance summary.
• 3.2 Prepares daily Front Desk and Telephone reports.
• 3.3 Requisition of stationary supplies, guest supplies and store for the Front Desk.

Training & Meetings

• 4.1 Conducts staff training with the aid of On Job Training (OJT) Manual.
• 4.2 Assist the GSM with staff orientation.
• 4.3 Attends all training and seminars as prescribed by GSM.
• 4.4 Participants actively with the improvement and upgrade of standard of service.
• 4.5 Attends all meetings as assigned by GSM.