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

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 

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 

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 

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 

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 

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 

Ability to stand, walk and lift objects up to 10 kilos 

Stamina to work long hours while remaining attentive to guest needs 

Work is primarily indoors within the lounge, with occasional exposure to kitchen and outdoor environments 

A fast-paced and at times demanding environment