Guest Services Supervisor

Mercure Hotels Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Guest Services Supervisor

Company Description

At Accor, we believe that hospitality is a work of heart. We understand the ways in which individual passion for our work and a shared sense of accomplishment create a more rewarding experience for our guests. We foster this culture through a diverse and inclusive workplace that values the contribution of each and every member of our team. We are committed to taking positive action in terms of business ethics and integrity, responsible tourism, sustainable development, community outreach, and diversity and inclusion. With an expansive portfolio of iconic hotels and brands, Accor offers boundless opportunities for career advancement and professional development across the globe.

Job Description

We are seeking an enthusiastic and customer-focused Guest Services Supervisor to join our team in Kuala Lumpur, Malaysia. As a key member of our front-of-house operations, you will lead and inspire our Guest Services team to deliver exceptional experiences throughout our guests' journey.

• Supervise and mentor the Front Desk team, ensuring the highest standards of hospitality and service are maintained
• Oversee daily operations, including check-ins, check-outs, and guest inquiries
• Maximize upsell and cross-sell opportunities, recommending room upgrades, additional services, and amenities
• Manage guest folios and handle cash and credit card transactions accurately
• Coordinate effectively with other departments to fulfill guest requests and resolve issues promptly
• Maintain guest recognition programs and handle guest complaints with empathy and professionalism
• Ensure smooth VIP management and efficient room blocking
• Supervise luggage assistance and provide detailed information about room features and amenities
• Maintain a clean, safe, and welcoming environment in the hotel's public areas
• Conduct regular training sessions to enhance team performance and guest satisfaction
• Monitor and analyze guest feedback to identify areas for improvement

Qualifications

Additional Information

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition : to keep innovating and challenging the status‑quo. By joining us, you will become a Heartist®. You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world! You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industries

Hospitality

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