Guest Relation Officer

Fraser Place Puteri Harbour; Iskandar Puteri; On-site; MYR 28,000 - 50,000; Full time

Job summary

Fraser Place Puteri Harbour in Iskandar Puteri, Johor, Malaysia invites applications for a Guest Relations Officer to welcome guests, handle VIP arrivals, and coordinate special requests with Front Office, Housekeeping and Engineering.

The role requires a Diploma or equivalent in Hospitality/Business, 1–2 years’ front desk or guest relations experience, excellent interpersonal and communication skills, and a proactive team player attitude. Shift work including weekends is required.

Qualifications

• Diploma, Certificate, or equivalent in Hospitality Management, Hotel Management, Tourism, Business Administration, or related field.
• Minimum 1–2 years of Front Office, Guest Relations, Customer Service, or similar role in hospitality is preferred.
• Experience handling guest enquiries, complaints and service recovery is an advantage.
• Ability to read, speak, write and understand the workplace language; basic computer knowledge.
• Proactiveness and team player spirit.
• Excellent interpersonal and communication skills.
• Problem-solving attitude and practical thinking.
• Attention to detail and integrity.
• Shift work including weekends; duty roster determined by supervisors.

Responsibilities

• Welcome guests warmly during check-in and ensure a pleasant check-out experience.
• Attend promptly to guest requests, enquiries, concerns, and special needs with timely resolution.
• Coordinate VIP arrivals and special arrangements and review daily reservations and pre-arrival preparations.
• Work with Housekeeping, Front Office, Engineering to fulfill room requests efficiently.
• Maintain accurate guest profiles in the PMS and monitor guest feedback for service recovery.

Skills

Interpersonal skills

Communication skills

Team player

Proactive approach

Education

Diploma/Certificate in Hospitality Management or related field

Job description

To enhance guest satisfaction and create memorable hospitality experiences by providing personalized, courteous, and efficient service throughout the guest journey. The Guest Relation Officer is responsible for attending to guest requests and enquiries, coordinating VIP guest arrivals and special arrangements, managing room allocations according to guest preferences, gathering guest feedback, and performing timely service recovery actions to ensure the highest standards of guest satisfaction and loyalty.

Key responsibilities

Welcome guests warmly during check-in and ensure a pleasant and memorable farewell during check-out

Deliver exceptional customer service in accordance with the hotel's standards and service excellence guidelines

Attend promptly and professionally to guest requests, enquiries, concerns, and special needs, ensuring timely resolution and guest satisfaction

Review VIP arrivals, special requests, and reservations daily, and complete all pre-registration and room preparation arrangements prior to arrival

Build positive relationships with guests by anticipating their needs and providing personalized service throughout their stay

Maintain accurate and up-to-date guest profiles, including guest preferences, special requests, likes, dislikes, and stay history in the Property Management System (PMS)

Monitor guest feedback and proactively perform first-level service recovery to address concerns and enhance the guest experience

Coordinate closely with Housekeeping, Front Office, Engineering, and other departments to ensure rooms and guest requests are fulfilled efficiently

Assist in room allocation and room readiness verification to ensure guest preferences and operational requirements are met

Handle guest complaints, concerns, and service issues professionally, efficiently, and promptly, ensuring appropriate follow-up and effective service recovery

About you

Diploma, Certificate, or equivalent qualification in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field

Minimum 1 to 2 years of experience in Front Office, Guest Relations, Customer Service, or a similar role within the hospitality industry is preferred

Experience in handling guest enquiries, complaints, and service recovery is an advantage

Must be able to read, speak, write and understand the primary language used in the workplace and basic computer knowledge

Proactiveness and team player spirit

Excellent interpersonal and communication skills

Problem solving attitude and practical thinking

Attention to detail and integrity

Requires shift work over weekends, duty roster to be determined by Operation Assistant Manager, Client Relations Supervisor

Unlock job insights

Hotel & Accommodation Services 51-100 employees

Fraser Place Puteri Harbour is one of the latest additions managed by Frasers Hospitality, the hospitality arm of Frasers Property Limited, which is a global hospitality operator with Gold-Standard serviced, hotel residences and boutique lifestyle hotels.

Since 1998, Frasers Hospitality have grown from an initial 412 residences in Singapore to more than 23,600 keys worldwide. We aim to anticipate and exceed customers’ evolving expectations through continuous innovation and intuitive service to deliver memorable experiences. With numerous awards adding to its achievements, Frasers continues to make its mark on the international hospitality scene with its strong vision for growth and exceptional service offerings.

Frasers Hospitality is a global leader in serviced, hotel residences and boutique lifestyle hotels with a collection of award‑winning offerings - Fraser Suites, Fraser Place, Fraser Residence, Modena by Fraser, Capri by Fraser, Malmaison and Hotel du Vin. With close to 148 properties spanning more than 80 key major cities across Asia, Australia, Middle East, Africa, and Europe, you are never too far from Frasers.

Overlooking the Puteri Harbour Marina in Iskandar Puteri, Fraser Place Puteri Harbour offers 297 tastefully designed and contemporary serviced apartments with modern amenities to ensure a comfortable and memorable stay for travellers. The property comes with a grand ballroom and meeting rooms, equipped with excellence meeting facilities and high‑speed Wi‑Fi access, with a capacity of 600 persons, perfect for events and functions. Within the vicinity is a plethora of exciting theme attractions such as Legoland, making Fraser Place Puteri Harbour not only an ideal accommodation for business travellers, but also a convenient accommodation for leisure travellers.

Fraser Place Puteri Harbour is one of the latest additions managed by Frasers Hospitality, the hospitality arm of Frasers Property Limited, which is a global hospitality operator with Gold-Standard serviced, hotel residences and boutique lifestyle hotels.

Since 1998, Frasers Hospitality have grown from an initial 412 residences in Singapore to more than 23,600 keys worldwide. We aim to anticipate and exceed customers’ evolving expectations through continuous innovation and intuitive service to deliver memorable experiences. With numerous awards adding to its achievements, Frasers continues to make its mark on the international hospitality scene with its strong vision for growth and exceptional service offerings.

Frasers Hospitality is a global leader in serviced, hotel residences and boutique lifestyle hotels with a collection of award‑winning offerings - Fraser Suites, Fraser Place, Fraser Residence, Modena by Fraser, Capri by Fraser, Malmaison and Hotel du Vin. With close to 148 properties spanning more than 80 key major cities across Asia, Australia, Middle East, Africa, and Europe, you are never too far from Frasers.

Overlooking the Puteri Harbour Marina in Iskandar Puteri, Fraser Place Puteri Harbour offers 297 tastefully designed and contemporary serviced apartments with modern amenities to ensure a comfortable and memorable stay for travellers. The property comes with a grand ballroom and meeting rooms, equipped with excellence meeting facilities and high‑speed Wi‑Fi access, with a capacity of 600 persons, perfect for events and functions. Within the vicinity is a plethora of exciting theme attractions such as Legoland, making Fraser Place Puteri Harbour not only an ideal accommodation for business travellers, but also a convenient accommodation for leisure travellers.

What can I earn as a Guest Relations Officer