Regent Club Supervisor - Regent Kuala Lumpur (Pre-Opening)

YOUR DAY TO DAY People Provide leadership and guidance to the Regent Club team, fostering a positive, collaborative environment Conduct regular training sessions so all team members are well versed in service standards, product knowledge and guest engagement techniques Delegate tasks effectively, monitor performance and provide constructive feedback to optimise productivity and service quality Lead by example, demonstrating a commitment to excellence in guest service and operational efficiency Monitor team performance metrics and provide input for improvement Coordinate with Food and Beverage, Housekeeping, the kitchen and Front Office to fulfil guest requests, maintain service standards and integrate Regent Club seamlessly with overall hotel operations Financial Actively promote Regent Club services and amenities to hotel guests, upselling where appropriate to maximise revenue opportunities Monitor Regent Club usage and guest feedback to identify areas for improvement and develop offerings that enhance the value proposition Manage inventory and supplies, ensuring adequate stock levels and adherence to budgetary guidelines Prepare and maintain accurate records of Regent Club operations, including guest preferences, inventory levels and financial transactions Generate reports on key performance indicators such as occupancy, revenue and guest satisfaction scores, providing insights to inform decision-making Handle cash and credit card transactions accurately and efficiently Guest Experience Oversee the daily operations of Regent Club, ensuring seamless service and personalised guest experiences Greet guests upon arrival and ensure their needs and preferences are met promptly and gracefully Maintain a warm, welcoming atmosphere, anticipating and addressing guest needs with professionalism and courtesy Handle guest enquiries, requests and complaints in a timely, effective manner, escalating issues where necessary and striving to exceed expectations Monitor guest satisfaction levels and implement strategies to enhance the overall experience Build rapport with guests, act as a brand ambassador, and promote hotel amenities, services and loyalty programmes Oversee the setup and presentation of food and beverage offerings, maintaining high standards of quality, hygiene and presentation at all times Assist in developing and implementing policies, procedures and standards that ensure consistency and excellence in Regent Club operations Responsible Business Conduct regular inspections of Regent Club to ensure cleanliness, safety and compliance with brand standards and regulations Follow property-specific procedures for handling emergencies, including evacuations, medical emergencies and natural disasters Report work-related incidents or injuries immediately to the Regent Club Manager, Front Office Manager or Director of Rooms Follow company safety and security measures, monitoring daily operations to ensure all colleagues adhere to procedures Maintain a safe and healthy environment for guests and colleagues, addressing safety concerns promptly Order and maintain supplies and equipment in a timely, efficient manner, minimising waste and supporting the hotel’s sustainability initiatives Maintain procedures for the security of lost and found items in Regent Club areas Perform other duties as assigned based on operational needs Accountabilities Reports to the Regent Club Manager Supervises Regent Club Hosts and Associates on shift Consistent delivery of a personalised, high-touch guest experience that reflects Regent’s luxury standards Contribution to Regent Club revenue and upselling targets Accurate record-keeping and cash handling across Regent Club operations WHAT WE NEED FROM YOU To thrive in this role and bring poise and precision to the guest journey, you'll need: Bachelor’s degree in Hospitality Management or a related field preferred Previous experience in a supervisory role within a luxury hotel or upscale hospitality environment Strong leadership and team-building skills, with the ability to motivate and inspire others Exceptional interpersonal and communication skills Proven track record of delivering exceptional guest service and resolving guest issues effectively Sound knowledge of food and beverage operations, including fine dining etiquette and wine service Proficiency in MS Office and property management systems Flexibility to work varied shifts, including weekends and public holidays Fluent English required; other languages an advantage Physical Requirements Ability to stand, walk and lift objects up to 10 kilos Stamina to work long hours while remaining attentive to guest needs Working Conditions Work is primarily indoors within the lounge, with occasional exposure to kitchen and outdoor environments A fast-paced and at times demanding environment This position is only open to Malaysian citizens, permanent residents and spouse visa holders with the legal right to work in Malaysia.