Guest Experience Manager, Grand Hyatt Kuala Lumpur

Grand Hyatt; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

The Grand Hyatt Kuala Lumpur is seeking a Guest Experience Manager to oversee the hotel's guest journey, VIP arrivals and personalized experiences, ensuring alignment with Hyatt International’s brand standards and corporate strategies.

You will lead guest relations, drive service excellence, and maintain high guest satisfaction and operational standards across all guest touchpoints, collaborating with teams to deliver memorable stays.

Qualifications

• Ideally a degree or diploma in Hospitality, Tourism Management, Hotel Management, or related field.
• Minimum 2 years’ experience as Assistant Manager in Guest Experience or related roles in an international luxury hotel.
• Strong problem-solving, administrative, communication and interpersonal skills.

Responsibilities

• Oversee guest relations, VIP arrivals, service recovery and personalized experiences.
• Ensure exceptional guest journeys while maintaining satisfaction and operational excellence.
• Align with Hyatt brand standards and corporate strategies.

Skills

Problem-solving

Administrative skills

Communication

Interpersonal skills

Service excellence

Education

Hospitality / related field degree or diploma

Job description

Guest Experience Manager, Grand Hyatt Kuala Lumpur

You will be responsible for the overall guest experience in line with Hyatt International’s Corporate Strategies and brand standards, whilst meeting associate, guest and owner expectations. The Guest Experience Manager is responsible for ensuring exceptional guest journeys throughout the hotel, overseeing guest relations, VIP arrivals, service recovery, and personalized experiences, while maintaining the highest levels of guest satisfaction and operational excellence.

Qualifications

• Ideally with a relevant degree or diploma in Hospitality, Tourism Management, Hotel Management, or a related field.
• Minimum 2 years’ work experience as an Assistant Manager in Guest Experience, Front Office, Guest Relations, or a similar customer-facing role within an international luxury hotel chain.
• Strong problem-solving, administrative, communication, and interpersonal skills are essential, with a passion for delivering exceptional guest experiences and service excellence.
• Due to Malaysian government work permit restrictions, only Malaysian citizens or Permanent Residents of Malaysia will be considered for this position.

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