Guest Services Supervisor

We are seeking an enthusiastic and customer-focused Guest Services Supervisor to join our team in Kuala Lumpur Malaysia. As a key member of our front-of-house operations you will lead and inspire our Guest Services team to deliver exceptional experiences throughout our guests journey.

• Supervise and mentor the Front Desk team ensuring the highest standards of hospitality and service are maintained
• Oversee daily operations including check-ins check-outs and guest inquiries
• Maximize upsell and cross-sell opportunities recommending room upgrades additional services and amenities
• Manage guest folios and handle cash and credit card transactions accurately
• Coordinate effectively with other departments to fulfill guest requests and resolve issues promptly
• Maintain guest recognition programs and handle guest complaints with empathy and professionalism
• Ensure smooth VIP management and efficient room blocking
• Supervise luggage assistance and provide detailed information about room features and amenities
• Maintain a clean safe and welcoming environment in the hotels public areas
• Conduct regular training sessions to enhance team performance and guest satisfaction
• Monitor and analyze guest feedback to identify areas for improvement

Qualifications :

• Minimum of an O level qualification; Diploma or Degree in Hospitality or related field preferred
• At least 2 years of experience in a luxury hotel setting
• Excellent written and verbal communication skills in English; proficiency in a second language is a plus
• Strong leadership abilities and team management skills
• In-depth knowledge of front office operations and guest services procedures
• Proficiency in Opera (PMS) or similar property management systems
• Experience in staff rostering room assignment and inventory management
• Exceptional problem-solving skills and ability to make quick informed decisions
• Strong customer service orientation with a passion for exceeding guest expectations
• Excellent multitasking abilities and efficient time management skills
• Flexibility to work different shifts including weekends and holidays
• Ability to thrive in a fast-paced dynamic environment
• Demonstrated commitment to professional development and continuous learning

Additional Information :

Join us at Accor where life pulses with passion!

As a pioneer in the art of responsible hospitality the Accor Group gathers more than 45 brands 5600 hotels 10000 restaurants and lifestyle destinations in 110 countries. While each brand has its own personality where you will be able to truly find yourself they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us you will become a Heartist because hospitality is first and foremost a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow to fulfil yourself to discover other professions and to pursue career opportunities in your hotel or in other hospitality environments in your country or anywhere in the world!

You will enjoy exclusive benefits specific to the sector and beyond as well as strong recognition for your daily commitment.

Everything you will do with us regardless of your profession will offer a deep sense of meaning to create lasting memorable and impactful experiences for your customers for your colleagues and for the planet.

Hospitality is a work of heart
Join us and become a Heartist.

Remote Work :

No

Employment Type :

Full-time