Guest Experience Lead - Front Office

Sunway Putra Hotel Kuala Lumpur; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Benefits offered by this job

Competitive salary

Career development

Wellness programs

Hotel-stay discounts

Flexible working arrangements

Job summary

Sunway Putra Hotel Kuala Lumpur is seeking a dedicated Guest Service Manager to lead the Front Office team, ensuring exceptional guest experiences and adherence to hospitality standards.

You will oversee daily operations, handle guest feedback and service recovery, and collaborate with other departments to maintain smooth hotel operations. This full-time role offers leadership growth and a chance to contribute to a premier Kuala Lumpur destination.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management or related field.
• 3–5 years in Front Office/Guest Services, with 1–2 years in supervision.
• Strong knowledge of Front Office operations and service recovery.
• Proficiency with PMS systems; OPERA Cloud is an advantage.

Responsibilities

• Oversee daily Guest Service operations to ensure smooth service delivery.
• Ensure guests receive a warm welcome, personalized attention, and professional service.
• Supervise Front Office operations including arrivals, departures, room assignments, and guest requests.
• Monitor guest satisfaction and address complaints to ensure service recovery.
• Coordinate with Housekeeping, Engineering, F&B, Security and other departments to resolve issues.
• Maintain guest profiles, records, and billing information in the PMS.
• Conduct regular inspections of guest service areas for cleanliness and readiness.
• Train and coach team members to uphold high standards.

Skills

Guest relations

Leadership

Communication

Problem solving

Team supervision

Multitasking

Education

Diploma or Bachelor's Degree in Hospitality Management

Tools

OPERA Cloud

Job description

Sunway Putra Hotel Kuala Lumpur is seeking a dedicated Guest Service Manager to lead the Front Office team, ensuring exceptional guest experiences and adherence to hospitality standards.

You will oversee daily operations, handle guest feedback and service recovery, and collaborate with other departments to maintain smooth hotel operations. This full-time role offers leadership growth and a chance to contribute to a premier Kuala Lumpur destination.