Guest Experience Leader: Front Office & Team Coach

Citadines Uplands Kuching; Kuching; Vor Ort; MYR 67.000 - 100.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Career progression

Mentorship

Staff discounts

Training and development

Zusammenfassung

Citadines Uplands Kuching is seeking a Guest Service Manager to lead the front office team in Kuching, Sarawak. This full-time role focuses on delivering exceptional guest experiences, managing check-in/check-out, and coordinating with housekeeping and other departments to ensure seamless stays.

The ideal candidate will have 3+ years in guest services or hospitality management, strong leadership and communication skills, and proficiency with hotel management systems and Microsoft Office.

Qualifikationen

• 3+ years of experience in a guest services, front office or hospitality management role.
• Proven leadership experience with the ability to manage and motivate a team effectively.
• Excellent communication and interpersonal skills with a genuine passion for delivering exceptional guest service.
• Strong problem-solving abilities with the capacity to remain calm and professional under pressure.
• Proficiency with hotel management systems and Microsoft Office applications.
• Fluency in English; additional languages such as Mandarin or Malay are highly desirable.
• Exceptional organisational and multitasking capabilities.
• A commitment to maintaining high standards of professionalism, appearance and conduct.
• Knowledge of front office best practices and industry standards.

Aufgaben

• Lead, supervise and motivate the front office and guest services team to deliver consistently high standards of service.
• Oversee guest check-in and check-out procedures, ensuring efficiency and personalised service.
• Address guest enquiries, requests and complaints promptly and professionally, implementing effective solutions.
• Monitor and maintain guest satisfaction levels, implementing improvements based on feedback and reviews.
• Manage front desk operations, including room allocation, reservation management and coordination with other departments.
• Train and develop front office staff, ensuring compliance with company policies, procedures and service standards.
• Maintain accurate guest records and ensure confidentiality of all guest information.
• Coordinate with housekeeping, maintenance and other departments to ensure seamless guest experiences.
• Prepare and review front office reports and metrics to identify trends and areas for improvement.
• Manage front office inventory and ensure stock levels are maintained appropriately.
• Support marketing and revenue initiatives by providing guest insights and feedback.
• Ensure compliance with health, safety and security protocols at all times.

Kenntnisse

Leadership

Communication

Problem-solving

Hotel management systems

Microsoft Office

English fluency

Tools

Hotel management systems

Microsoft Office

Jobbeschreibung

Citadines Uplands Kuching is seeking a Guest Service Manager to lead the front office team in Kuching, Sarawak. This full-time role focuses on delivering exceptional guest experiences, managing check-in/check-out, and coordinating with housekeeping and other departments to ensure seamless stays.

The ideal candidate will have 3+ years in guest services or hospitality management, strong leadership and communication skills, and proficiency with hotel management systems and Microsoft Office.