Guest Experience Manager - Luxury Hotel & VIP Services

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

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.