IHG Hotels & Resorts Hiring! Full Time Front Office Supervisor - Regent Kuala Lumpur (Pre-Opening) in Federal Territory - Ricebowl

YOUR DAY TO DAY

People

• Supervise and support the Front Desk team, leading shifts with composure and care
• Provide training, delegate tasks and conduct performance evaluations to maintain high standards of service
• Oversee daily front office operations, including check-ins, check-outs and room assignments
• Ensure adherence to hotel policies and procedures, and manage any operational issues that arise
• Collaborate with Housekeeping, Engineering and Food & Beverage to ensure a seamless guest experience, and address any issue affecting service delivery and guest satisfaction
• Monitor and evaluate front desk operations and guest feedback to identify areas for improvement
• Implement and oversee service standards and best practices to enhance the guest experience
• Assist with administrative tasks such as scheduling, reporting and inventory management
  
  

Financial

• Ensure all financial aspects follow protocol, including cash handling, transactions, guest payments and reports
• Supervise guest cashiering and recommend adjustments where needed
• Maintain accurate records of guest interactions, financial transactions and departmental performance
• Manage email correspondence related to cashiering
• Monitor the resolution of issues and expenses related to operational supplies to ensure maximum effectiveness and efficiency
• Maintain proper inventory levels, managing the cost of supplies and labour
• Participate in the planning of departmental goals as they relate to the wider hotel strategy
  
  

Guest Experience

• Welcome and acknowledge every guest warmly and sincerely
• Proactively and genuinely collect guest preferences, and manage reservations and personalised service around them
• Supervise the guest arrival and departure experience delivered by Front Desk Agents
• Oversee all aspects of the front office to ensure exceptional guest experiences
• Pursue guest requests and deliver them in line with Regent’s service philosophy
• Handle guest complaints and issues with optimal resolutions that restore satisfaction and guest contentment
• Curate unique luxury experiences in service and ambience, tailored to exceed expectations and create unforgettable moments of delight
• Stay informed about hotel promotions to offer guests relevant suggestions
• Understand and anticipate guest needs, taking proactive measures to meet them and striving to exceed expectations
  
  

Responsible Business

• Support our commitment to responsible business by ensuring efficient, ethical operations within the front office
• Manage resources effectively, promote sustainability, and uphold the hotel’s policies and values
• Follow company safety and security procedures, including emergency procedures
  
  

Accountabilities

• Effective supervision and support of Front Desk colleagues
• High-quality handling of guest requests and issue resolution
• Efficient management of daily front office operations
• Accurate and timely completion of administrative tasks
• Coordination with other departments to ensure seamless service delivery
  
  

What We Need From You

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

• Diploma, bachelor’s degree, vocational certificate or equivalent
• 1 to 2 years’ experience in Front Office at a 5-star hotel or resort, preferably within luxury properties
• Excellent communication and problem-solving abilities
• Strong interpersonal skills, with organisational and multitasking abilities
• Familiarity with OPERA or other hotel booking systems
• Leadership skills and the ability to work as part of a team
• A genuine commitment to exceptional guest service
• Fluent English required; 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.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.