Front Desk Supervisor

Job Requirements:

• Minimum SPM or Diploma, preferably in Hospitality, Business Administration, Customer Service or a related field.
• Relevant experience in customer service, hospitality, front desk or retail, with supervisory experience being an advantage.
• Good communication, interpersonal, leadership and team coordination skills.
• Pleasant personality, well-groomed and strongly customer-oriented.
• Able to handle customer complaints, resolve issues professionally and work effectively in a fast-paced environment.
• Proficient in Microsoft Office, particularly Word, Excel, PowerPoint and Outlook.
• Fluent in English; Bahasa Malaysia and other languages will be an advantage.
• Responsible, reliable, organised and able to work independently and as part of a team.
• Willing to work on weekends, public holidays and rotating shifts.

Key Responsibilities:

• Lead and oversee the daily operations of the Front Desk to ensure smooth workflow, adequate staff coverage and consistent service standards.
• Supervise, guide and support Front Desk staff in carrying out their duties, ensuring work is completed efficiently and in accordance with established procedures.
• Plan and coordinate staff rosters, shift arrangements, daily task allocation and break schedules to ensure effective manpower coverage.
• Conduct daily team briefings and communicate operational updates, mall activities, promotions, events, procedures and other relevant information to Front Desk staff.
• Monitor staff attendance, punctuality, grooming, work performance and compliance with company policies, Front Desk procedures and service standards.
• Provide on-the-job coaching and guidance to Front Desk staff and address performance or service issues as appropriate.
• Monitor customer service operations and ensure enquiries, feedback and complaints are attended to promptly, with complex or sensitive matters handled or escalated appropriately.
• Take ownership of escalated customer complaints and coordinate with the relevant departments to ensure timely resolution and proper follow-up.
• Ensure customers, shoppers, visitors and tenants receive accurate and consistent information regarding mall facilities, services, promotions, events, operating hours and other relevant matters.
• Oversee the administration of shopping voucher issuance and redemption, including verification, documentation, transaction records, reconciliation and proper safekeeping.
• Ensure proper handling and control of lost and found items, including recording, safekeeping, verification and release to rightful owners.
• Coordinate with Security, Housekeeping, Maintenance and other relevant departments to resolve customer requests, service issues and operational matters effectively.
• Monitor the cleanliness, organisation and presentation of the Front Desk and customer service area, ensuring it is maintained to the required standard.
• Ensure Front Desk records, reports and documentation are complete, accurate and properly maintained and assist in preparing regular reports for Management.
• Monitor and ensure Front Desk staff comply with established safety, security and emergency procedures and coordinate appropriate assistance during emergencies or incidents.
• Support and coordinate Front Desk requirements for mall events, promotions, campaigns and other customer service initiatives.
• Identify recurring customer concerns or operational issues and provide feedback and recommendations to Management for service improvement.
• Maintain a professional, customer-focused and positive working environment within the Front Desk team.
• Perform any other duties and responsibilities as assigned by the Supervisor or Management from time to time.

Pay: RM2,000.00 - RM2,300.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion

Work Location: In person