Guest Relations Executive

Swiss-Garden International Hotels, Resorts & Inns (A member of OSK Group); Kuantan; On-site; MYR 36,000 - 54,000; Full time

Benefits offered by this job

Staff privileges

Discounts

Wellness programs

Job summary

Swiss-Garden International Hotels, Resorts & Inns in Kuantan, Pahang seeks a Guest Relations Executive to join our Front Office & Guest Services team. You will greet guests, handle inquiries, resolve issues and ensure exceptional service throughout their stay.

Ideal candidates have proven guest services experience, strong English communication, familiar with hotel systems, and a professional, empathetic demeanor. Flexibility for shifts, weekends, and holidays is required.

Qualifications

• Proven experience in guest services, hospitality or a customer-facing role within the hotel or tourism industry.
• Excellent communication skills, with the ability to engage guests from diverse backgrounds and cultures.
• Professional demeanour with a calm and empathetic approach to handling guest concerns.
• Proficiency in English; additional language skills are highly desirable.
• Familiarity with hotel management systems and booking software.
• Ability to work flexibly, including shifts, weekends and public holidays as required.
• Strong organisational skills and attention to detail.
• A positive attitude and genuine passion for creating memorable guest experiences.
• High school diploma or equivalent; hospitality qualifications or training are advantageous.

Responsibilities

• Greet and welcome guests upon arrival, ensuring a warm and professional first impression that sets the tone for their stay
• Address guest inquiries, requests and concerns promptly and professionally, providing solutions that exceed expectations
• Manage guest complaints and elevate issues appropriately, ensuring swift resolution and guest satisfaction
• Coordinate with various hotel departments to fulfil special requests and ensure seamless service delivery
• Provide information about hotel facilities, amenities, local attractions and dining options to enhance the guest experience
• Maintain accurate records of guest interactions, preferences and special requirements for future visits
• Assist with check-in and check-out procedures, ensuring efficiency and courtesy
• Support the front office team during peak periods and busy operational times
• Monitor guest feedback and contribute to continuous improvement initiatives
• Represent the hotel professionally at all times, embodying our commitment to hospitality excellence

Skills

Guest services

Hospitality

Communication

Customer focus

Education

High school diploma or equivalent

Hospitality qualifications or training

Tools

Hotel PMS

Booking software

Job description

About the role

Swiss-Garden International Hotels, Resorts & Inns is seeking a dedicated and personable Guest Relations Executive to join our Front Office & Guest Services team at our Kuantan, Pahang location. This is a full-time position that plays a crucial role in enhancing the guest experience and ensuring exceptional service delivery throughout their stay. As a Guest Relations Executive, you will be the bridge between our guests and the hotel, responsible for addressing inquiries, resolving concerns, and creating memorable interactions that reflect our commitment to excellence. This role is essential to maintaining our reputation for outstanding hospitality and building lasting relationships with our valued guests.

Key Responsibilities

• Greet and welcome guests upon arrival, ensuring a warm and professional first impression that sets the tone for their stay
• Address guest inquiries, requests and concerns promptly and professionally, providing solutions that exceed expectations
• Manage guest complaints and elevate issues appropriately, ensuring swift resolution and guest satisfaction
• Coordinate with various hotel departments to fulfil special requests and ensure seamless service delivery
• Provide information about hotel facilities, amenities, local attractions and dining options to enhance the guest experience
• Maintain accurate records of guest interactions, preferences and special requirements for future visits
• Assist with check-in and check-out procedures, ensuring efficiency and courtesy
• Support the front office team during peak periods and busy operational times
• Monitor guest feedback and contribute to continuous improvement initiatives
• Represent the hotel professionally at all times, embodying our commitment to hospitality excellence

What We’re Looking For

• Proven experience in guest services, hospitality or a customer‑facing role within the hotel or tourism industry
• Excellent communication skills, with the ability to engage guests from diverse backgrounds and cultures
• Strong problem‑solving abilities and a genuine desire to deliver exceptional customer service
• Professional demeanour with a calm and empathetic approach to handling guest concerns
• Proficiency in English; additional language skills are highly desirable
• Familiarity with hotel management systems and booking software
• Ability to work flexibly, including shifts, weekends and public holidays as required
• Strong organisational skills and attention to detail
• A positive attitude and genuine passion for creating memorable guest experiences
• High school diploma or equivalent; hospitality qualifications or training are advantageous

About Us

Swiss-Garden International Hotels, Resorts & Inns, a member of the OSK Group, is a leading hospitality brand renowned for delivering exceptional experiences across Malaysia and the region. We pride ourselves on our commitment to quality service, warm hospitality and creating comfortable, welcoming environments for our guests. Our properties are designed to blend luxury with accessibility, offering guests outstanding facilities and memorable stays. At Swiss-Garden, we believe that our people are our greatest asset, and we foster a culture of teamwork, professional development and mutual respect. We are dedicated to upholding the highest standards of service excellence whilst maintaining strong values of integrity and care for both our guests and our team members.

What We Offer

We offer a competitive compensation package and the opportunity to work within a dynamic and supportive hospitality environment. Our employees enjoy the chance to develop their careers within an established and respected hotel group, with access to training and development programmes that support professional growth. We value work‑life balance and offer flexible scheduling options where possible to accommodate personal commitments. As a member of the OSK Group, employees benefit from various staff privileges, discounts and wellness initiatives designed to support employee wellbeing and satisfaction. We foster an inclusive workplace culture where every team member is valued and encouraged to contribute their ideas and talents.