Guest Experience Leader, Front Office & Service Recovery

Moxy Putrajaya; Putrajaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

Moxy Putrajaya, Malaysia, seeks an energetic Guest Service Manager to lead our Front Office Crew and ensure every guest feels welcome, valued, and connected throughout their stay. As the hotel's Manager on Duty (MOD), you'll oversee daily Front Office operations and drive service excellence.

You will coach and develop the Front Office team, handle guest concerns, coordinate with other departments, and support VIP arrivals while upholding Marriott and Moxy brand standards.

Qualifications

• Experience in Front Office, Guest Services, or hotel operations.
• Previous supervisory or management experience preferred.
• Strong leadership and communication skills.

Responsibilities

• Lead daily Front Office operations and guest experience delivery.
• Act as Manager on Duty and primary contact for guest concerns and service recovery.
• Support and develop the Front Office team through coaching, training, and leadership.
• Monitor guest satisfaction and drive continuous service improvement.
• Coordinate with all departments to ensure seamless hotel operations.
• Support VIP arrivals, Marriott Bonvoy Elite recognition, and special guest requests.
• Ensure compliance with Marriott and Moxy brand standards, policies, and procedures.
• Assist with scheduling, payroll, and departmental performance management.

Skills

Front Office

Leadership

Guest Services

Hotel Operations

Service Recovery

Staff Training

Job description

Moxy Putrajaya, Malaysia, seeks an energetic Guest Service Manager to lead our Front Office Crew and ensure every guest feels welcome, valued, and connected throughout their stay. As the hotel's Manager on Duty (MOD), you'll oversee daily Front Office operations and drive service excellence.

You will coach and develop the Front Office team, handle guest concerns, coordinate with other departments, and support VIP arrivals while upholding Marriott and Moxy brand standards.