Assistant Guest Service Manager

Citadines Uplands Kuching; Kuching; On-site; MYR 42,000 - 66,000; Full time

Benefits offered by this job

On-the-job training

Career progression

Professional development

Job summary

Citadines Uplands Kuching is seeking an Assistant Guest Service Manager to join the Front Office and Guest Services team in Kuching, Sarawak. This full-time role supports daily guest services operations and acts as a key liaison between guests and the property to ensure exceptional experiences.

You will assist with check-ins/check-outs, manage guest records, coordinate with housekeeping and other departments, and help train staff to uphold our high hospitality standards.

Qualifications

• Proven experience in guest services, hospitality, or similar customer-facing role.
• Excellent English communication; Malay or local languages desired.
• Strong interpersonal and problem-solving abilities; remain calm under pressure.
• Knowledge of hospitality standards and front office software.
• Ability to work independently and as part of a team.
• Flexible to work varied shifts, including evenings, weekends, and holidays.
• Genuine passion for hospitality and guest satisfaction.
• Hospitality qualifications or certifications are advantageous.

Responsibilities

• Oversee daily guest services operations and liaise with guests.
• Manage front desk tasks including check-ins and check-outs.
• Handle guest complaints professionally and resolve issues promptly.
• Coordinate with housekeeping, maintenance and other departments.
• Maintain accurate guest records and documentation.
• Assist with room bookings and amendments in the PMS.
• Inform guests about facilities and local attractions.
• Support Guest Service Manager with staff supervision and training.
• Contribute to a positive team environment and uphold service standards.

Skills

Guest services

Communication

Teamwork

Problem solving

Front office software

Education

Hospitality qualifications

Certifications advantageous

Job description

About us

Citadines Uplands Kuching is a premier serviced apartment destination in Kuching, Sarawak, dedicated to providing exceptional hospitality and comfort to our guests. We pride ourselves on delivering outstanding customer service, maintaining high standards of professionalism, and creating memorable experiences for every guest who stays with us. Our team is committed to excellence and to fostering a welcoming environment that reflects the warmth and charm of Kuching.

About the role

We are seeking an Assistant Guest Service Manager to join our Front Office and Guest Services team in Kuching, Sarawak. This is a full-time position that plays a crucial role in ensuring guests receive exceptional service throughout their stay. As Assistant Guest Service Manager, you will support the management of daily guest services operations, acting as a key liaison between guests and the property. This role is essential to maintaining our reputation for outstanding hospitality and ensuring every guest interaction reflects our commitment to excellence.

Key responsibilities

• Providing exceptional customer service to guests upon arrival, during their stay, and at departure, ensuring all enquiries and requests are handled promptly and professionally
• Assisting with front office operations, including check-ins, check-outs, and guest account management
• Managing guest complaints and concerns with sensitivity and professionalism, working towards swift and satisfactory resolutions
• Coordinating with housekeeping, maintenance, and other departments to ensure guest requirements are met efficiently
• Maintaining accurate guest records and documentation in accordance with company policies and procedures
• Assisting with room bookings, reservations, and amendments using property management systems
• Providing information about property facilities, local attractions, and services available in Kuching
• Supporting the Guest Service Manager in daily operations and assisting with staff supervision and training as required
• Contributing to a positive team environment and supporting colleagues in delivering outstanding service standards

What we're looking for

• Proven experience in guest services, hospitality, or a similar customer-facing role within the hotel or serviced apartment industry
• Excellent communication skills in English, with proficiency in Malay or other local languages being highly desirable
• Strong interpersonal and problem-solving abilities, with the capacity to remain calm and professional in challenging situations
• Proficiency with property management systems and front office softwareKnowledge of hospitality standards and best practices in guest services delivery
• Ability to work independently and as part of a team, demonstrating initiative and reliability
• Flexibility to work varied shifts, including evenings, weekends, and public holidays as required
• A genuine passion for hospitality and a commitment to delivering exceptional guest experiences
• Relevant hospitality qualifications or certifications would be advantageous

What we offer

Citadines Uplands Kuching is committed to creating a supportive and rewarding work environment for our team members. We offer competitive remuneration commensurate with experience and qualifications. Our benefits package includes opportunities for professional development and career progression within the hospitality industry. We foster a collaborative and inclusive workplace culture where your contributions are valued and recognised. We provide on-the-job training to ensure you have the skills and knowledge needed to excel in this role. As part of our team, you will be part of a dynamic hospitality property dedicated to maintaining the highest standards of guest service and operational excellence.