NIO Hotel Hiring! Full Time Guest Service Supervisor in Pulau Pinang, Earn up to MYR 2,800 - Ricebowl

Role Summary

The Guest Service Supervisor oversees the daily activities of the front desk team, ensuring that all guest services are delivered efficiently and align with organizational standards. This role bridges front-line operations and management by coordinating shift assignments, handling VIP and group arrivals, and resolving service irregularities. The Supervisor plays a critical role in driving a culture of service excellence, mentoring staff, monitoring compliance and security protocols, and maximizing room revenue through strategic upselling.

Specific Duties & Responsibilities

1. Front Office Operations

• Supervise the team's delivery of guest services to ensure strict adherence to organizational standards and operating procedures.
• Coordinate daily front office activities and workflows to maintain seamless operational efficiency.
• Plan daily resources and strategically allocate work assignments and shifts to team members.
• Maintain and verify accurate room status information in coordination with the housekeeping department.
• Handle and resolve any irregularities, discrepancies, or issues related to the delivery of front office services.
• Supervise and drive front desk upselling procedures to maximize daily room revenue.
• Actively assist in the coordination and processing of check-ins and check-outs for VIP guests and large groups.
• Oversee switchboard services and ensure all related call services are handled professionally and promptly.

2. Service and Operational Excellence

• Monitor and facilitate team responses to guest requests, ensuring timely, accurate, and appropriate follow-up.
• Provide comprehensive information and personalized recommendations to guests regarding property amenities, services, and local tourism activities.
• Resolve escalated guest concerns and feedback efficiently to ensure a high level of guest satisfaction.
• Proactively build rapport with guests to foster loyalty and enhance their overall service experience.
• Monitor guest satisfaction metrics and feedback to identify trends for continuous service improvement.
• Propose actionable improvements to management to enhance operational efficiency and the guest journey.
• Implement innovation, improvement, and sustainability plans to support continuous departmental growth.
• Act as a prominent role model for service excellence to cultivate and drive a strong service culture within the team.

3. Operational Risk and Compliance

• Monitor the team's strict compliance with data protection regulations and organizational security procedures, particularly for guest registration, credit card handling, and cash transactions.
• Manage and monitor lobby crowds to identify and analyze signs of potential security threats for appropriate follow-up.
• Execute established response and recovery actions effectively during emergency situations.
• Implement and enforce departmental loss and risk prevention policies and procedures.

Important to know:

Working Hours & Schedule: Operations team is currently on a 6-day work week (1 day off) during our active renovation and rebuilding phase; to be revised to 5-day work week (2 days off) once our transformation is complete and department staffing is fully established.

Pay: RM2,500.00 - RM2,800.00 per month

Benefits:

• Dental insurance
• Free parking
• Maternity leave
• Professional development

Work Location: In person