Guest Experience Lead: Personalised Stays & VIP Moments

Pullman Hotels & Resorts; Kuching; On-site; MYR 50,000 - 90,000; Full time

Job summary

Pullman Kuching, centrally located in the Kuching Golden Triangle, is seeking a Guest Experience Manager to ensure a warm, personalised and memorable stay for guests. You will focus on guest engagement, service recovery and maintaining high satisfaction scores across departments.

Responsibilities include overseeing guest experience, handling feedback and complaints promptly, coordinating with Front Office, Housekeeping and F&B, and coaching staff to deliver consistent service standards.

Qualifications

• Diploma or degree in hospitality management or a related field.
• Minimum 3 years of experience in Front Office, Guest Relations or Guest Experience in a hotel.
• Strong guest service and communication skills.
• Willing to work shifts, weekends and public holidays.

Responsibilities

• Oversee and enhance the guest experience across the hotel.
• Welcome and engage with guests, including VIPs and special occasions.
• Identify guest needs and follow up during their stay.
• Handle feedback and service recovery professionally.
• Coordinate with Front Office, Housekeeping, F&B and others to resolve concerns.
• Prepare guest experience reports for management.

Skills

Guest service

Communication skills

Problem-solving

Interpersonal skills

Shift work

Education

Diploma or Degree in Hospitality Management

Job description

Pullman Kuching, centrally located in the Kuching Golden Triangle, is seeking a Guest Experience Manager to ensure a warm, personalised and memorable stay for guests. You will focus on guest engagement, service recovery and maintaining high satisfaction scores across departments.

Responsibilities include overseeing guest experience, handling feedback and complaints promptly, coordinating with Front Office, Housekeeping and F&B, and coaching staff to deliver consistent service standards.