Guest Relation Supervisor

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Guest Relation Supervisor, you’re not just managing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Proven experience in a Guest Relations, Guest Service or Front Office role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire, motivate and develop team members.
• Excellent communication and interpersonal skills, with a strong guest-centric and service-oriented approach.
• Strong relationship-building skills, with the ability to engage with guests and create memorable guest experiences.
• Excellent problem-solving and service recovery skills, with the ability to handle guest feedback and complaints professionally.
• Strong attention to detail and the ability to anticipate guest needs and deliver personalised service.
• Proficiency in hotel property management systems (PMS) and guest feedback management platforms.
• Proficiency in English; additional languages are an advantage.
• Ability to work flexible hours, including shifts, weekends and public holidays.

• Open to Malaysian and possess legal working rights in Malaysia.

Here’s what you’ll do during a typical day:

• Oversee daily front office operations:  Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
• Monitor and elevate service:  Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
• Support revenue initiatives:  Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth
• Facilitate team knowledge:  Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Delight our guests:  Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
• Oversee VIP guest experience:  Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
• Inspire and develop the team:  Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment