全职 Guest Service Centre Supervisor - Regent Kuala Lumpur (Pre-Opening) 工作, 薪水, Regent Federal Territory 公司招聘中 - Ricebowl

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

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

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

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

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

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

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