Regent Club Supervisor

YOUR DAY TO DAY 

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.