Guest Experience Manager — Front Office & VIP

Legoland Malaysia Resort; Johor Bahru; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Medical

Dental

Sports

Parking

Housing/Transport Allowance

Higher EPF

Job summary

LEGOLAND Malaysia Resort is seeking a Guest Service Manager to oversee all property operations and ensure top hospitality standards across the resort, park, and hotels. You will manage guest relations, resolve complaints, and coordinate front desk activities with other departments.

Key responsibilities include weekly KPI reporting, VIP room preparation, and ensuring smooth check-in/check-out processes while maintaining security and service quality. A proactive leadership style is essential.

Qualifications

• Minimum of SPM certificate or Diploma in Hotel Management or equivalent.
• Minimum 2 years of Front Office supervisory experience in the hotel, leisure or related role.
• Experience in customer service with strong guest service, interpersonal and supervisory skills.
• Calm, efficient, and able to work well under pressure.
• Bi-lingual ability in oral and writing will be an added advantage.
• Meticulous grooming and presentation.
• Passion for the Guest/Customer Service environment.
• Proficient in Microsoft Office; ability to construct business correspondence.

Responsibilities

• Produce a weekly KPI report identifying trends and solutions.
• Greet guests during check-in/check-out and assist to avoid delays.
• Coordinate with Housekeeping on lost and found items.
• Oversee Front Office operations including reservations, front desk procedures, and room status.
• Ensure VIP rooms and amenities are prepared before arrival.
• Attend meetings and conduct daily Front Office briefings.

Skills

Guest service

Supervisory experience

Customer service

Microsoft Office

Education

SPM certificate or Diploma in Hotel Management

Tools

Opera PMS

Job description

LEGOLAND Malaysia Resort is seeking a Guest Service Manager to oversee all property operations and ensure top hospitality standards across the resort, park, and hotels. You will manage guest relations, resolve complaints, and coordinate front desk activities with other departments.

Key responsibilities include weekly KPI reporting, VIP room preparation, and ensuring smooth check-in/check-out processes while maintaining security and service quality. A proactive leadership style is essential.