Front Office Supervisor - Regent Kuala Lumpur (Pre-Opening)

Supervise and support the Front Desk team, leading shifts with composure and care 

Provide training, delegate tasks and conduct performance evaluations to maintain high standards of service 

Oversee daily front office operations, including check-ins, check-outs and room assignments 

Ensure adherence to hotel policies and procedures, and manage any operational issues that arise 

Collaborate with Housekeeping, Engineering and Food & Beverage to ensure a seamless guest experience, and address any issue affecting service delivery and guest satisfaction 

Monitor and evaluate front desk operations and guest feedback to identify areas for improvement 

Implement and oversee service standards and best practices to enhance the guest experience 

Assist with administrative tasks such as scheduling, reporting and inventory management 

Ensure all financial aspects follow protocol, including cash handling, transactions, guest payments and reports 

Supervise guest cashiering and recommend adjustments where needed 

Maintain accurate records of guest interactions, financial transactions and departmental performance 

Manage email correspondence related to cashiering 

Monitor the resolution of issues and expenses related to operational supplies to ensure maximum effectiveness and efficiency 

Maintain proper inventory levels, managing the cost of supplies and labour 

Participate in the planning of departmental goals as they relate to the wider hotel strategy 

Welcome and acknowledge every guest warmly and sincerely 

Proactively and genuinely collect guest preferences, and manage reservations and personalised service around them 

Supervise the guest arrival and departure experience delivered by Front Desk Agents 

Oversee all aspects of the front office to ensure exceptional guest experiences 

Pursue guest requests and deliver them in line with Regent’s service philosophy 

Handle guest complaints and issues with optimal resolutions that restore satisfaction and guest contentment 

Curate unique luxury experiences in service and ambience, tailored to exceed expectations and create unforgettable moments of delight 

Stay informed about hotel promotions to offer guests relevant suggestions 

Understand and anticipate guest needs, taking proactive measures to meet them and striving to exceed expectations 

Support our commitment to responsible business by ensuring efficient, ethical operations within the front office 

Manage resources effectively, promote sustainability, and uphold the hotel’s policies and values 

Follow company safety and security procedures, including emergency procedures 

Effective supervision and support of Front Desk colleagues 

High-quality handling of guest requests and issue resolution 

Efficient management of daily front office operations 

Accurate and timely completion of administrative tasks 

Coordination with other departments to ensure seamless service delivery 

Diploma, bachelor’s degree, vocational certificate or equivalent 

1 to 2 years’ experience in Front Office at a 5-star hotel or resort, preferably within luxury properties 

Excellent communication and problem-solving abilities 

Strong interpersonal skills, with organisational and multitasking abilities 

Familiarity with OPERA or other hotel booking systems 

Leadership skills and the ability to work as part of a team 

A genuine commitment to exceptional guest service 

Fluent English required; other languages an advantage