Guest Service Centre Supervisor

YOUR DAY TO DAY 

People

• Lead and support the Guest Service Centre team on shift, assigning tasks, monitoring performance and providing timely, constructive feedback

• Train and coach colleagues on service standards, call handling, communication systems and guest engagement techniques

• Conduct performance evaluations and contribute to the development of each team member

• Lead by example, demonstrating warmth, composure and a commitment to excellence in every interaction

• Prepare schedules and ensure the right coverage at all times, including peak periods

• Foster a positive, collaborative working environment and a strong sense of one team across departments

Guest Experience

• Oversee the daily operations of the Guest Service Centre, ensuring every call and request is answered promptly and handled with warmth and professionalism

• Act as the point of escalation for guest requests, complaints and sensitive situations, resolving them with tact and ensuring every concern is closed out promptly

• Monitor open requests across departments, prioritising and following through until each one is fulfilled in a timely manner

• Anticipate guest needs wherever possible, offering help before it is asked for

• Monitor guest feedback and service quality to identify opportunities for improvement

• Handle VIP and special requests with discretion and care

Communication and Coordination

• Work closely with all departments to ensure seamless service delivery and that each guest request is completed

• Ensure calls are directed accurately and internal communications are handled effectively

• Ensure messages for guests and colleagues are taken and delivered accurately, promptly and with complete confidentiality

• Oversee the operation of the hotel’s telephone and communication systems, including voicemail, call forwarding and other telecommunication functions, and liaise with Engineering or IT on any faults

• Ensure effective shift handovers, briefing the team on relevant events, requests and follow-ups

• Keep the team informed of hotel events, promotions, VIP arrivals and service updates

Administration and Reporting

• Maintain accurate records of requests, complaints and service recovery actions

• Prepare reports on call volumes, response times, request fulfilment and guest feedback as required

• Assist with the development and implementation of service standards, policies and procedures to ensure consistency and excellence

• Monitor the use of telecommunication equipment and resources, and report any issues

Responsbile Business

• Support our commitment to responsible business by ensuring efficient communication operations and upholding confidentiality standards

• Manage resources effectively, minimising waste and supporting the hotel’s sustainability initiatives

• Follow company safety and security procedures, including emergency procedures, and ensure the team does the same

Accountabilities

• Effective leadership and development of the Guest Service Centre team

• Efficient and accurate management of telephone communications and guest requests

• High-quality handling of guest enquiries, escalations and service recovery

• Accurate message taking and delivery

• Effective coordination with other departments to ensure seamless service delivery

• Compliance with company policies and confidentiality standards

WHAT WE NEED FROM YOU 

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

• Previous experience in a supervisory role within a telephone, customer service or guest service environment, preferably within a luxury hotel or hospitality setting

• Strong leadership and team-building skills, with the ability to motivate and inspire others

• Excellent communication and interpersonal skills

• Ability to handle multiple tasks and prioritise effectively

• Strong problem-solving abilities and attention to detail

• Professional demeanour, reliability and a positive attitude

• Ability to remain calm under pressure and handle difficult situations with tact

• Familiarity with telephone systems and equipment

• Proficiency in computer software applications, including MS Office and property management systems such as OPERA

• Flexibility to work varied shifts, including weekends and public holidays

• Fluent English required; Bahasa Malaysia and other languages an advantage

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