Job Title

Guest Services Supervisor

Reports to: Hotel Manager/ General Manager
Liaise With: Housekeeping, Maintenance and Security Personnel

Responsibilities:

  • Maintain courteous guest service and respond promptly to guest questions, complaints and/or requests.
  • Respond to guests’ special requests, needs, problems, issues, and concerns to ensure optimal level of guest satisfaction and repeat business.
  • Train, motivate, supervise, coach, develop, empower and discipline all employees.
  • Provide constant feedback to Hotel Manager on GSE performance.
  • Complete and distribute all required reports.
  • Maintain the methods and procedures used by employees for compliance with the standard operating procedures.
  • Assist in preparation of payroll documents.
  • Preparation of monthly staff roster.
  • Assist in maintaining personnel files and records in compliance with labor laws.
  • Authorize paid outs as per established procedure. Ensure proper back up documents are attached. Review and authorize all corrections, adjustments and deletions.
  • Review the Daily Night Audit for accuracy.
  • Review Daily Cash Drop with Settlement Reports. Make bank deposit daily.
  • Review Daily Occupancy Report to ensure accuracy.
  • Perform a random daily inspection of guest room.
  • Inspect lobby area, general hotel areas and surrounding hotels areas.
  • Monitor and control inventories for operating equipment, linen and uniform to ensure par stocks are maintained and costs are controlled.
  • Maintain appropriate standards of dress, hygiene, uniforms, appearance and conduct of all employees.
  • Implement and control departmental procedures including lost and found, key control, security and emergency procedures, health and safety for employees and guests.
  • Ensure the property is in compliance with all health, fire/safety and local municipal regulations.
  • Perform other tasks deemed necessary for the smooth operations of the hotel or instructed by the Hotel Manager.

Requirements:

  • Self confident and an ability to interact with all types of people
  • Candidate should have a good command of English and Bahasa Malaysia.
  • Must be ambitious, service oriented, a go getter and a strong desire to succeed
  • Build and maintain relationships with internal and external customers.
  • Understands and anticipates guests’ needs; take action to address guests’ needs, and strives to exceed guests’ expectations.
  • Attend all meetings and events as required by the company.

Experience:

  • Minimum of 3 years experience in a hotel operations position leading and supervising a group of front line staff

Education:

  • Preferably a Degree/ Diploma in any field