Front Office Supervisor at InterContinent… · Malaysia

A Front Office Supervisor in a luxury lifestyle hotel oversees daily reception operations to deliver a seamless, personalized guest experience. This role leads and supports front desk associates, manages check-in and check-out processes, handles VIP arrivals and guest concerns, and ensures service standards reflect the hotel’s upscale brand. The supervisor coordinates with housekeeping and other departments, monitors room status and occupancy, and maintains a welcoming, polished front-of-house environment. Strong communication, leadership, and guest service skills are essential.

Front Office Supervisor

Welcome to the Kimpton Naluria Kuala Lumpur family. Now that you are part of our family, let’s explain the role you will play.

Our mission is to be the best loved Boutique Hotel & Restaurant Company so regardless of position we look for individuals to join our family who are passionate about providing genuine heartfelt care for our guests, colleagues, owners and communities.

WHAT WILL I ACTUALLY BE DOING?

You have already told us that you are driven and detailed by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.

Regarding the role, it’s as the job title says really, embodies our bold, passionate, and innovative spirit, ensuring the front office team deliver exceptional, guest-centric service by supporting Front Office Manager, Assistant Front Office Manager and Duty Managers. This role ensures seamless daily operations, fosters a culture of warmth and inclusiveness, and upholds Kimpton’s commitment to creating unique, tailored experiences for every guest.

Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There’s a lot of people around in the hotel, so you will need to be able to communicate well with everyone. We would love it if you were multi-lingual, but it’s not essential.

You will ensure seamless guest experiences by overseeing daily front desk operations, delivering exceptional service, and maintaining the highest standards of luxury hospitality. This role involves supervising front office staff, handling guest inquiries and concerns, and ensuring smooth check-in/check-out processes while upholding the hotel’s reputation for excellence.

Guest Service Excellence

Ensure all guests receive a warm, personalized welcome and flawless service throughout their stay. Handle guest complaints and requests promptly, resolving issues with discretion and professionalism. Maintain in-depth knowledge of hotel facilities, services, VIP guests, and local attractions to provide tailored recommendations.

Operational Management

Supervise front desk operations, including check-in/check-out, reservations, billing, and concierge services. Monitor room availability, allocations, and special requests to maximize guest satisfaction. Ensure accuracy in guest accounts, cash handling, and audit procedures.

Team Leadership & Training

Train, mentor, and motivate front office staff to deliver 5-star service. Conduct shift briefings and ensure adherence to SOPs, grooming standards, and brand protocols. Assist in scheduling, performance evaluations, and resolving team conflicts.

Administrative Duties

Prepare daily reports (occupancy, arrivals/departures, VIPs) and communicate with other departments (Housekeeping, F&B, Sales). Manage inventory of front office supplies and ensure technology (PMS, key cards) functions smoothly. Uphold safety, security, and confidentiality policies.

Luxury Standards & Brand Compliance

Maintain an immaculate presentation of the lobby and front desk area. Ensure compliance with the hotel’s luxury service standards (e.g., Forbes, AAA, Leading Hotels of the World). Participate in creating memorable guest experiences (e.g., surprise upgrades, personalized amenities).

WHAT WE’RE LOOKING FOR

A focused individual with passion, personality, individuality, integrity, creativity, drive for continuous improvement and delivering outstanding guest service Someone who has worked in Front Office Department and proficient with Opera System for at least 2 years. Ability to work varied shifts, including weekends/holidays.

WHAT WE NEED FROM YOU

Diploma /higher education qualification/equivalent in Hospitality specialisation or related field

Two to four years of experience in a hospitality with direct supervisory experience, or an equivalent combination of education and work experience in similar role. Ability to work varied shifts, including weekends/holidays.

Must speak local language. Other languages preferred.