Guest Services Supervisor - Executive Club

About the role

The Guest Services Supervisor for the Executive Club oversees the daily operations of the Executive Club Lounge at Four Seasons Hotel Kuala Lumpur, supervising the team and acting as a key point of contact for VIP and Club Lounge guests. The role supports operational efficiency and team development while maintaining the highest standards of luxury service.

Key responsibilities

• Supervise daily operations of the Executive Club Lounge and lead, motivate and support colleagues.
• Welcome, recognize and assist VIP, long-stay and Executive Club guests throughout their stay.
• Ensure smooth delivery of club services such as breakfast, afternoon refreshments, evening cocktails and other offerings.
• Handle guest inquiries, concerns and complaints, applying service recovery when needed.
• Maintain lounge presentation, cleanliness, ambiance and service standards.
• Coordinate with Front Desk, Concierge, Housekeeping, Food & Beverage and other departments.
• Assist guests with check-in, check-out, reservations, transportation and special requests.
• Conduct daily briefings, support training and coaching, and monitor guest feedback.
• Prepare operational reports, help with inventory management and lounge supplies, and act as Manager on Duty or support Front Office when assigned.

Required profile

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management or a related field preferred.
• Minimum 2-3 years of experience in Front Office, Executive Club, Guest Relations or a similar luxury hospitality setting.
• Previous supervisory experience preferred.
• Fluent English (reading, writing and speaking) and ability to speak, read and write Bahasa Malaysia.
• Right to work in Malaysia; visa sponsorship is not available.
• Willingness to work rotating shifts, weekends and public holidays.

Required skills

• Strong understanding of luxury guest service standards.
• Proficiency in hotel management systems such as Opera is an advantage.
• Leadership, coaching and team development skills.

What we offer

• Competitive salary, wages and a comprehensive benefits package.
• Training and development opportunities.
• Complimentary accommodation at other Four Seasons properties, dry cleaning for uniforms and employee meals.