Guest Service Supervisor

Purpose

• To supervise and support the Guest Services (and/or Front Office) team to deliver exceptional service in line with Sofitel's "Art de Vivre" luxury philosophy.
• To ensure that every guest's arrival, stay and departure is seamless, personalised and leaves a strong positive impression.
• To assist the Manager in maintaining high operational standards, guest satisfaction, team performance, upsell/cross-sell opportunities, and adherence to brand standards.

Key Responsibilities

Guest Experience & Service

• Monitor and coach the Guest Services team during check-in/check-out, guest enquiries, VIP arrivals/departures and special requests.
• Ensure guests are greeted and welcomed in a warm, professional manner; escort VIPs or special-request guests as appropriate.
• Assist in anticipating and fulfilling guest needs and preferences; ensure guest recognition programmes are managed well.
• Handle guest complaints or service recovery when required—resolve diplomatically and promptly, escalating when needed.
• Work with Concierge, Bell/Valet, Housekeeping, Reservations and other departments to ensure smooth guest service flow.

Operations & Revenue

• Assist in managing room availability, upgrades, best use of inventory, upsell/cross-sell opportunities (e.g., room type upgrades, breakfast inclusion, late checkout) as aligned with brand / property standards.
• Ensure accuracy of guest folios, billing, credits/debits, and support the team in front-desk financial procedures.
• Supervise the shift, coordinate hand-over of information between shifts, maintain duty log or shift report.

Team Leadership & Standards

• Provide leadership and supervision of the Guest Services team: allocate tasks, monitor performance, give coaching and support.
• Ensure team members uphold grooming, uniform and service standards consistent with Sofitel/Accor brand values.
• Conduct briefings at shift start, share key information (arrivals, VIPs, group check-ins, special events).
• Identify training needs for the team and assist the Manager with ongoing development of team skills and service culture.

Safety, Compliance & Environment

• Ensure that public areas (lobby, front-of-house) and guest contact zones are maintained to highest standards of presentation, safety and cleanliness.
• Uphold hotel policies on guest privacy, data / folio confidentiality and security procedures.
• Assist in the implementation of sustainability and guest-satisfaction initiatives (e.g., guest feedback tracking, property standards) as outlined in the hotel's operational plans. Sofitel Kuala Lumpur Damansara

Requirements / Qualifications

Education & Experience

• Diploma or Degree in Hospitality Management, Hotel Management or related field is preferred.
• Minimum of 2 years' relevant experience in a luxury hotel front-office or guest-services environment; supervisory or team-lead experience is an advantage.

Skills & Competencies

• Excellent guest-service orientation and strong interpersonal/communication skills (English mandatory; additional languages such as Bahasa Malaysia, Mandarin or others are a plus).
• Leadership and team-management skills: ability to supervise, motivate and develop the team.
• Good knowledge of front office operations, guest-services workflows, CRM/recognition programmes, upselling techniques.
• Ability to perform well under pressure, manage multiple tasks, and respond proactively to guest needs and operational issues.
• IT literacy: familiarity with hotel PMS (such as Opera) and front-office systems is advantageous.
• Flexibility to work shift hours (including evenings, weekends, public holidays), as needs of the hotel dictate.

Personal Attributes

• Professional appearance and grooming; aligns with a luxury brand culture.
• Friendly, approachable, yet authoritative when required; strong problem-solving and decision-making under guest-service situations.
• Attention to detail, anticipative mindset (anticipating guest needs rather than reacting).
• Positive attitude, service-mindset, ability to work in a multicultural team.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person