Guest Experience Leader — Front Office

Hilton; Malaysia; On-site; MYR 60,000 - 100,000; Full time

Job summary

Hilton in Malaysia seeks a Guest Relations Manager to oversee daily front office operations and guest services, ensuring outstanding service and seamless check-in/check-out experiences.

You will lead a team of front desk agents, drive guest satisfaction, and support revenue initiatives while maintaining Hilton's signature warmth and hospitality. Proficiency in PMS and English is required; flexibility to work nights and weekends is essential.

Qualifications

• Proven experience in a front office or guest service management role within hospitality.
• Strong leadership and team management skills with the ability to inspire staff.
• Excellent communication and interpersonal skills with a guest-centric approach.
• Strong problem-solving abilities and attention to detail under pressure.
• Proficiency in PMS and front office operations; English required; other languages a plus.
• Ability to work flexible hours, including nights, weekends and holidays.

Responsibilities

• Lead daily front office operations: guest service, registration, room inventory and standards.
• Monitor and elevate service: track guest satisfaction and guide improvements.
• Support revenue initiatives: promote hotel services and up-sell to drive occupancy.
• Facilitate team knowledge: provide training and ensure team is informed of offerings.
• Delight our guests: greet, respond to inquiries and resolve concerns promptly.
• Oversee VIP guest experience: review VIP reservations for seamless check-in/out.
• Inspire and develop the team: supervise staff, monitor performance and coach.

Skills

Front office mgmt

Staff motivation

Guest service

Communication

English proficiency

Flexibility

Tools

Property Management System (PMS)

Job description

Hilton in Malaysia seeks a Guest Relations Manager to oversee daily front office operations and guest services, ensuring outstanding service and seamless check-in/check-out experiences.

You will lead a team of front desk agents, drive guest satisfaction, and support revenue initiatives while maintaining Hilton's signature warmth and hospitality. Proficiency in PMS and English is required; flexibility to work nights and weekends is essential.