Communication Centre
Supervisor
style="font-size: 11pt; line-height: 115%;">Welcome to the Kimpton Naluria Kuala
Lumpur family.
Now that you are part of our family, let’
style="font-size: 11pt; line-height: 115%;">s explain the role you
will play.
style="font-size: 11pt; line-height: 115%;">Our mission is to be the best loved
Boutique Hotel & Restaurant Company so regardless of position we look
for individuals to join our family who are
style="font-size: 11pt; line-height: 115%;">passionate about providing genuine
heartfelt care for our guests,
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and communities.
WHAT WILL I ACTUALLY BE DOING?
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You have already told us that you are driven and detailed
by nature and that you love everything to be just right, which means you
will feel perfectly at home in this team.
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Regarding the role, it’s as the job title says really, embodies our bold,
passionate, and innovative spirit, ensuring we deliver exceptional,
guest-centric service. This role ensures seamless daily operations, fosters
a culture of warmth and inclusiveness, and upholds Kimpton’s commitment
to creating unique, tailored experiences for every guest.
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There’s a lot of people around in the hotel, so you will need to be able
to communicate well with everyone. We would love it if you were multi-lingual,
but it’s not essential.
style="font-size: 11pt; line-height: 115%;">You will uphold Kimpton’s mission
to deliver "heartfelt, human connections" by ensuring seamless communication
and exceptional service for guests and staff. Foster a culture of inclusivity,
creativity, and self-leadership, reflecting Kimpton’s boutique hospitality
ethos.
Operational Management
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lang="EN-US" style="font-size: 11pt; line-height: 115%;">Supervise daily
PBX/Call Center operations, ensuring efficient call routing, message handling,
and wake-up services for guests and internal departments. Monitor call quality
and response times, adhering to luxury standards (e.g., Forbes Travel Guide).
Troubleshoot PBX system issues in collaboration with IT/Engineering teams.
Maintain inventory of operational supplies (e.g., headsets,
directories)
Guest & Team Support
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lang="EN-US" style="font-size: 11pt; line-height: 115%;">Act as the primary
contact for guest inquiries, complaints, and emergencies, resolving issues
with professionalism and empathy. Train and mentor PBX agents on luxury service
protocols, including phone etiquette and crisis management. Ensure
adherence to key control, credit policies, and safety
procedures.
Administrative & Reporting
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lang="EN-US" style="font-size: 11pt; line-height: 115%;">Generate reports
on call volume, service metrics, and guest feedback to identify trends
and improve processes. Assist in scheduling and payroll management to meet
budget goals. Maintain logs (e.g., Front Desk logbook, trace files)
for continuity across shifts.
Revenue Management Support
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lang="EN-US" style="font-size: 11pt; line-height: 115%;">Process phone-based
reservations when the reservations department is unavailable. Upsell hotel
amenities and services appropriately during call interactions. Verify guest
credit information and follow established credit policies.
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Leadership
& Collaboration Lead by example, covering shifts as needed and ensuring team
adherence to grooming/uniform standards. Collaborate with Front Desk,
Housekeeping, and Concierge to coordinate guest requests (e.g., VIP arrivals,
special amenities). Conduct monthly team meetings and training
sessions.
Technical Skills & System
Knowledge
Proficiency with PBX systems (Cisco, Avaya, or Mitel preferred).
Experience with hotel property management systems (PMS). Competency in Microsoft
Office Suite (Word, Excel, Outlook). Ability to operate multi-line phone systems
and peripheral equipment. Understanding of VoIP technology and digital
communication platforms. Knowledge of emergency systems including fire alarms
and security protocols.
WHAT WE’RE LOOKING FOR
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A focused individual with passion, personality, individuality, integrity,
creativity, drive for continuous improvement and
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lang="EN-US" style="font-size: 11pt; line-height: 115%;">delivering outstanding
guest service
style="font-size: 11pt; line-height: 115%;">Someone who has worked in PABX /
Front Office Department and proficient with Opera System for at least 1
years.
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sans-serif;">Someone who has professional telephone voice and etiquette, calm
demeanour under pressure.
Genuine passion for hospitality service and attention to detail and accuracy.
Most importantly team-oriented mindset.
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lang="EN-GB" style="font-size: 11pt; line-height: 115%;">WHAT WE NEED
FROM YOU
style="font-size: 11pt; line-height: 115%;">Diploma /higher education
qualification/equivalent in Hospitality specialisation or related
field
style="font-size: 11pt; line-height: 115%;">One to two years of experience in
a hospitality experience, or an equivalent combination of education and work
experience in similar role. 1 year in a supervisory role (luxury hotel/resort
preferred). Ability to work varied shifts, including weekends/holidays. Ability
to handle high-pressure situations with grace.
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Must speak local language. Other languages preferred.
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