Guest Experience Supervisor

Citadines Uplands Kuching; Kuching; On-site; MYR 42,000 - 66,000; Full time

Benefits offered by this job

On-the-job training

Career progression

Professional development

Job summary

Citadines Uplands Kuching is seeking an Assistant Guest Service Manager to join the Front Office and Guest Services team in Kuching, Sarawak. This full-time role supports daily guest services operations and acts as a key liaison between guests and the property to ensure exceptional experiences.

You will assist with check-ins/check-outs, manage guest records, coordinate with housekeeping and other departments, and help train staff to uphold our high hospitality standards.

Qualifications

• Proven experience in guest services, hospitality, or similar customer-facing role.
• Excellent English communication; Malay or local languages desired.
• Strong interpersonal and problem-solving abilities; remain calm under pressure.
• Knowledge of hospitality standards and front office software.
• Ability to work independently and as part of a team.
• Flexible to work varied shifts, including evenings, weekends, and holidays.
• Genuine passion for hospitality and guest satisfaction.
• Hospitality qualifications or certifications are advantageous.

Responsibilities

• Oversee daily guest services operations and liaise with guests.
• Manage front desk tasks including check-ins and check-outs.
• Handle guest complaints professionally and resolve issues promptly.
• Coordinate with housekeeping, maintenance and other departments.
• Maintain accurate guest records and documentation.
• Assist with room bookings and amendments in the PMS.
• Inform guests about facilities and local attractions.
• Support Guest Service Manager with staff supervision and training.
• Contribute to a positive team environment and uphold service standards.

Skills

Guest services

Communication

Teamwork

Problem solving

Front office software

Education

Hospitality qualifications

Certifications advantageous

Job description

Citadines Uplands Kuching is seeking an Assistant Guest Service Manager to join the Front Office and Guest Services team in Kuching, Sarawak. This full-time role supports daily guest services operations and acts as a key liaison between guests and the property to ensure exceptional experiences.

You will assist with check-ins/check-outs, manage guest records, coordinate with housekeeping and other departments, and help train staff to uphold our high hospitality standards.