Guest Experience Manager - MRO Admin

Huawei Technologies; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology firm in Kuala Lumpur seeks an IFM Executive to oversee office management and enhance guest experience. Ideal candidates have a hospitality background and strong leadership skills, combining customer service excellence with presentation skills. Responsibilities include managing daily operations, leading concierge services, and planning corporate events. Fluency in English and Mandarin is essential.

Qualifications

• 3–5 years’ experience in hospitality or sales/business development roles.
• Proven experience in leading a team and managing receptions/visits.
• Strong communication skills in English and Mandarin.

Responsibilities

• Support daily facility operations including vendor coordination.
• Lead reception and concierge to deliver seamless front-of-house services.
• Plan and support workplace events with various departments.

Skills

Customer service excellence

Strong presentation skills

Relationship management skills

Proactive mindset

Team leadership

Education

Degree/diploma in Hospitality, Business, Communications, or Event Management

Tools

Microsoft Excel

Microsoft PowerPoint

ServiceNow

Job description

The IFM Executive supports overall office management while focusing on soft services and guest experience — including helpdesk, concierge, reception, floor ambassadors, event support, and Huawei showroom VIP visits.

The role ensures a polished, professional first impression for employees, clients, and high-level guests. Candidates with a top-tier hospitality background (hotel, airline, luxury retail) or sales/business development experience are ideal, as they combine customer service excellence with strong presentation and relationship management skills.

Key Responsibilities

1. Overall IFM Office Management
   • Support daily facility operations including vendor coordination, maintenance, housekeeping, and workplace services.
   • Ensure compliance with company standards and contribute to workplace experience improvements.
2. Soft Services & Guest Experience
   • Lead reception, concierge, helpdesk, and floor ambassadors to deliver seamless front-of-house services.
   • Train and coach staff to provide polished corporate hospitality, inspired by premium hotel and airline standards.
   • Streamline workflows and SOPs to ensure consistency, responsiveness, and service excellence.
   • Conduct walkthroughs, audits, and feedback sessions to maintain high standards.
   • Manage executive visits, client delegations, and showroom tours.
   • Uphold service etiquette, protocol, and hospitality standards.
   • Represent Huawei with professionalism and poise to senior stakeholders and guests.
3. Event & Engagement Support
   • Plan and support workplace events and internal as well as external engagements with various departments including HR, Marketing, Public Relations etc.
   • Oversee guest experience, logistics, and frontline service alignment.
4. Process Optimization & Reporting
   • Continuously improve service processes to boost efficiency and satisfaction.
   • Use digital tools (Excel, PowerPoint, SharePoint, ServiceNow, etc.) for reporting, analysis, and workflow automation.
   • Track service KPIs (e.g., response time, satisfaction, grooming standards) and prepare performance reports.

Candidate Profile

• Degree/diploma in Hospitality, Business, Communications, or Event Management.
• 3–5 years’ experience in hospitality (hotel, airline, luxury retail) or sales/business development roles.
• Proven experience in leading a team and/or managing large frontline teams as well as managing high-level receptions/visits.
• Strong communication in English and Mandarin, with professional grooming and presentation skills. "We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."
• Proficient in Microsoft Office (Excel, PowerPoint) and digital workflow tools.
• Customer-focused, proactive, and resilient; able to coach frontline staff to deliver corporate hospitality excellence.
• Thrives in fast-paced environments, balancing guest experience with operational efficiency.

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