Guest Services Manager

Key Responsibilities

• Oversee daily Front Office and Guest Services operations, including reception, concierge, bell services, and guest relations.
• Ensure smooth guest arrival and departure experiences, including check-in/check-out efficiency.
• Handle guest complaints and service recovery professionally, ensuring high guest satisfaction.
• Lead, coach, and motivate the guest services team to deliver exceptional service.
• Monitor guest feedback, reviews, and satisfaction scores; implement improvements where necessary.
• Coordinate closely with Housekeeping, Engineering, F&B, and other departments to ensure seamless operations.
• Ensure compliance with hotel policies, SOPs, safety, and security procedures.
• Prepare duty rosters, manage manpower planning, and control departmental costs.
• Conduct training and briefings to maintain service standards and brand consistency.
• Assist in VIP arrangements, special requests, and group arrivals.
• Prepare reports related to guest feedback, service performance, and operational issues.

Job Requirements

• Diploma or Bachelor’s Degree in Hospitality Management or a related field.
• Minimum 3–5 years of experience in Front Office or Guest Services, with at least 1–2 years in a supervisory or managerial role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to handle guest complaints calmly and effectively.
• Proficient in Front Office systems (PMS) and basic computer applications.
• Strong problem-solving and decision-making abilities.
• Service-oriented mindset with attention to detail.
• Ability to work shifts, weekends, and public holidays.
• Good command of English; additional languages are an advantage.

Job Type: Full-time

Pay: From RM50,400.00 per year

Benefits:

• Health insurance
• Meal provided
• Professional development

Work Location: In person