Guest Relations & Front Office Lead

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

InterContinental Kuala Lumpur is seeking a hands-on Front Office/Guest Relations leader to deliver exceptional guest experiences from arrival to departure. You will supervise Front Office, Guest Relations and Reception teams, mentor staff, uphold service standards, coordinate with Housekeeping and Maintenance, and drive upselling and loyalty program initiatives.

The role demands strong communication, problem solving, and a polished professional demeanor to represent the InterContinental brand

Qualifications

• Speak local language. English language skill both written and verbal is a plus.
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.
• Monitor and ensure that IHG One Rewards Members, InterContinental Ambassadors, and VIP guests receive exceptional attention, care, and personalized service during their stay.
• Address and resolve guest complaints and incidents in a timely and effective manner, coordinating with the Duty Manager when needed and documenting actions in the Log Book.
• Respond promptly to guest needs, ensuring requests are met and problems are solved with a focus on guest satisfaction and experience.
• Handle guest inquiries about hotel services, local attractions, and activities, offering tailored suggestions and assistance.
• Supervise and manage Front Office, Guest Relations, and Reception teams, ensuring a high standard of service is maintained.

Job description

InterContinental Kuala Lumpur is seeking a hands-on Front Office/Guest Relations leader to deliver exceptional guest experiences from arrival to departure. You will supervise Front Office, Guest Relations and Reception teams, mentor staff, uphold service standards, coordinate with Housekeeping and Maintenance, and drive upselling and loyalty program initiatives.

The role demands strong communication, problem solving, and a polished professional demeanor to represent the InterContinental brand