Hotel Supervisor

Job Title: Hotel Supervisor

Reports To: General Manager

Job Summary:

The Hotel Supervisor assists in overseeing daily hotel operations, with a focus on leading Front Office and Housekeeping Teams - ensuring high standards of service, cleanliness, and efficiency. This role involves supervising staff on shift, coordinating tasks, ensuring adherence to procedures, handling guest interactions, assisting with administrative tasks, and contributing to a positive guest experience within a budget/boutique hotel setting.

Key Duties and Responsibilities:

Team Supervision:

• Oversee and coordinate daily hotel operations including Front Office, Housekeeping and Maintenance at the primary location.
• Assign daily tasks and ensure their timely and accurate completion according to hotel standards.
• Provide on-the-job training to staff on procedures, service standards, and safety protocols.
• Monitor staff performance during shifts and provide immediate feedback and coaching.
• Assist the Hotel Manager with staff scheduling and reporting attendance issues.

Operations Support:

• Assist in ensuring the smooth running of daily operations within the assigned department (Front Office, Housekeeping, etc.).
• Assist the Hotel Manager in the development, documentation, and refinement of Standard Operating Procedures (SOPs) for relevant departments.
• Rigorously implement and monitor adherence to all hotel operating procedures, standards, and policies (e.g., cleaning schedules, room handover checks, maintenance tracking).
• Ensure staff utilise required operational systems and trackers correctly (e.g., maintenance logs, cleaning checklists).
• Conduct regular inspections of assigned areas (e.g., guest rooms, public areas, front desk) to ensure standards are met.
• Monitor and assist with inventory management for departmental supplies (e.g., linens, cleaning supplies, front office materials).
• Manage relationships with suppliers and contractors, ensuring quality service and cost-effectiveness.
• Report maintenance issues or operational problems promptly to the Hotel Manager or relevant department.
• Ensure smooth check-in/check-out processes and efficient guest services.

Guest Service:

• Ensure the team delivers friendly, efficient, and professional service to all guests.
• Handle initial guest inquiries, requests, and complaints effectively, escalating complex issues to the Hotel Manager when necessary.
• Assist with check-in/check-out processes or room inspections as needed, especially during peak times.

Administrative Duties:

• Handle administrative tasks related to the department, such as preparing shift reports, managing logs, processing departmental paperwork, and maintaining records.
• Assist with ordering supplies and managing stock levels.

Compliance and Reporting:

• Ensure staff adhere to hotel policies, procedures, and health & safety regulations during shifts.
• Assist in preparing shift reports or logs as required.

Travel Support:

• May be required to travel occasionally to assist with operations, training, or setup at other hotel properties within the group.

Qualifications, Skills, and Experience:

Education:

• Minimum SPM/STPM or Diploma in Hospitality Management, Hotel Management, or a related field. Relevant experience can substitute for formal qualifications.

Experience:

• Minimum 1-3 years of experience in the hospitality industry (hotel setting preferred).
• Previous experience in a senior/lead role (e.g., Senior Front Desk Agent, Housekeeping Team Lead) or 6+ months of direct supervisory experience is highly advantageous.

Skills:

• Good leadership and team coordination skills.
• Strong communication and interpersonal skills (fluent in English and Bahasa Malaysia; Mandarin is a plus).
• Good problem-solving skills and ability to handle minor guest issues.
• Organized and able to manage tasks effectively during a shift.
• Basic understanding of hotel operations in relevant department(s).
• Customer-service oriented.
• Attention to detail.
• Proficiency with basic computer applications (MS Office) and familiarity with hotel PMS is a plus.

Personal Traits:

• Proactive: Takes initiative and identifies potential issues or improvements.
• Reliable, punctual, and responsible.
• Positive attitude and professional demeanor.
• Ability to work effectively under pressure.
• Hands-on and willing to assist the team directly.
• Adaptable and willing to learn.
• Team player.

Working Conditions:

• Must be able to work shifts, including evenings, weekends, and public holidays, as required by hotel operations.
• Requires spending significant time standing and walking.
• Must be willing and able to travel occasionally to other hotel locations within the group as required.

Compensation and Benefits:

• Opportunity for growth and development within the hotel group.
• Professional development
• Parental leave

Job Type: Full-time

Pay: RM2,000.00 - RM3,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Attendance bonus
• Overtime pay
• Performance bonus
• Tips

Ability to commute/relocate:

• Bukit Bintang: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person