Job Requirements:

Minimum SPM or Diploma, preferably in Hospitality, Business Administration, Customer Service or a related field.
Relevant experience in customer service, hospitality, front desk or retail, with supervisory experience being an advantage.
Good communication, interpersonal, leadership and team coordination skills.
Pleasant personality, well-groomed and strongly customer-oriented.
Able to handle customer complaints, resolve issues professionally and work effectively in a fast-paced environment.
Proficient in Microsoft Office, particularly Word, Excel, PowerPoint and Outlook.
Fluent in English; Bahasa Malaysia and other languages will be an advantage.
Responsible, reliable, organised and able to work independently and as part of a team.
Willing to work on weekends, public holidays and rotating shifts.

Key Responsibilities:

Lead and oversee the daily operations of the Front Desk to ensure smooth workflow, adequate staff coverage and consistent service standards.
Supervise, guide and support Front Desk staff in carrying out their duties, ensuring work is completed efficiently and in accordance with established procedures.
Plan and coordinate staff rosters, shift arrangements, daily task allocation and break schedules to ensure effective manpower coverage.
Conduct daily team briefings and communicate operational updates, mall activities, promotions, events, procedures and other relevant information to Front Desk staff.
Monitor staff attendance, punctuality, grooming, work performance and compliance with company policies, Front Desk procedures and service standards.
Provide on-the-job coaching and guidance to Front Desk staff and address performance or service issues as appropriate.
Monitor customer service operations and ensure enquiries, feedback and complaints are attended to promptly, with complex or sensitive matters handled or escalated appropriately.
Take ownership of escalated customer complaints and coordinate with the relevant departments to ensure timely resolution and proper follow-up.
Ensure customers, shoppers, visitors and tenants receive accurate and consistent information regarding mall facilities, services, promotions, events, operating hours and other relevant matters.
Oversee the administration of shopping voucher issuance and redemption, including verification, documentation, transaction records, reconciliation and proper safekeeping.
Ensure proper handling and control of lost and found items, including recording, safekeeping, verification and release to rightful owners.
Coordinate with Security, Housekeeping, Maintenance and other relevant departments to resolve customer requests, service issues and operational matters effectively.
Monitor the cleanliness, organisation and presentation of the Front Desk and customer service area, ensuring it is maintained to the required standard.
Ensure Front Desk records, reports and documentation are complete, accurate and properly maintained and assist in preparing regular reports for Management.
Monitor and ensure Front Desk staff comply with established safety, security and emergency procedures and coordinate appropriate assistance during emergencies or incidents.
Support and coordinate Front Desk requirements for mall events, promotions, campaigns and other customer service initiatives.
Identify recurring customer concerns or operational issues and provide feedback and recommendations to Management for service improvement.
Maintain a professional, customer-focused and positive working environment within the Front Desk team.
Perform any other duties and responsibilities as assigned by the Supervisor or Management from time to time.

Pay: RM2,000.00 - RM2,300.00 per month

Benefits:

Health insurance
Maternity leave
Opportunities for promotion

Work Location: In person

2份Front Office Supervisor工作在Selangor - November 2026

管理提醒

Front Desk Supervisor

Front Desk Supervisor