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Guest Service Supervisor

3 weeks ago

Kuala Lumpur, Malaysia Platinum Victory Facestyle Sdn. Bhd. Full time

Contribute to overall efficient and attentive service of the Reception Desk staffs.
- Verify that duties are performed according to stipulated procedures. Any problems should be reported to the Duty Manager.
- Read the Front Desk Log Book and provide any necessary instructions or comments.
- Ensure that there is no unauthorized entry into the Front Counter.
- Investigate any cash shortages and overages which occur during a Front Office Cashier Shift. Study his/her capability and job.
- Verify that all Rebates Voucher and Miscellaneous Vouchers are used sequence and are recorded.
- Keep enough quantity of guest folios for daily use, store them in a safe place and maintain perpetual inventory.
- Verify that all adjustment vouchers before approved by Duty Manager and the proper procedures, for preparing them are followed through.
- Ensure all the Front Office Staff uniforms are clean and presentable before going to their work station.
- Provide trainings for dealing with guests.
- Maintain good knowledge of WINHMS system and other equipment and periodically train and test Guest Services Assistants in this area.
- Responsible with the implementation and maintenance of training systems to ensure that associates have the necessary framework and skills to perform their job efficiently and effectively.
- Train employees on accounting, safeguarding and spotting counterfeit cash. Also, provide samples of foreign currency.
- Prepare daily work schedule and duty roster in an efficient manner to handle peak time and prevent overstaffing during slow periods.
- Dealing with under staffing due to tardiness and sudden absences.
- To communicate with Housekeeping Room Supervisors for list of special request such as extra Bed, Praying Mat, and Babysitter Requests etc.
- To assist Duty Manager to verify Registration Cards, all information will be updated and completed and monitoring proper billing instructions.
- To coordinate close floors with the Housekeeping Supervisors and when is required. (During low period).
- Pre-block rooms for special groups, cleaning and maintenance programs or fumigations programs.
- Discuss operating matters with the Duty Manager / Front Office Manager.
- To keep track of the hourly room availability status, to review forecast in order to communicate to the respective departments for any sudden changes of occupancy forecast to ensure smooth operations.
- To handle complaints and provide assistance to resolve problems immediately during the absence of the Duty Manager.
- To follow up with the Duty Manager and Credit Manager on any unauthorized credit facilities.
- Must be fully conversant with Fire Safety and Emergency Procedures.
- To send notice to the expected departure guests during a full house situation to update the occupancy status.
- To supervise daily performance of the Guest Services Associates.
- To conduct Daily Briefing and to attend Monthly Front Office Meeting.
- To pre-assign groups, regular guests, suites and notify the respective department for the special amenities required.
- To ensure the deposit received must be updated in the Front Office Systems by using the appropriate code and if necessary, to inform the respective outlets e.g. Restaurants, Cuisine On Call, Bar and Lounge.
- To be neatly and smartly dress at all times.
- To carry out any other duties as assigned by the Management from time to time.

**Salary**: RM2,500.00 - RM2,700.00 per month

**Benefits**:

- Free parking
- Maternity leave
- Meal allowance
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Afternoon shift
- Day shift
- Evening shift
- Night shift
- Rotational shift

Supplemental pay types:

- Overtime pay

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Guest Service Supervisor: 1 year (preferred)
- Front Office: 2 years (preferred)
- working experience in four or five stars hotel: 1 year (preferred)

**Language**:

- English (preferred)
- Bahasa Malaysia (preferred)
- Chinese (preferred)