Guest Relations Manager

Mandarin Oriental Hotel Group Limited; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury hotel in Kuala Lumpur is seeking a Guest Relations Manager to ensure all guests feel valued and well-cared-for. You will handle inquiries and requests, coordinate special arrangements for VIP guests, and lead the guest relations team to deliver exceptional service. Ideal candidates possess strong interpersonal and communication skills along with organizational abilities in high-pressure environments.

Benefits

Learning & Development programs

MOstay benefits

Health benefits and wellness programs

EPF contributions

SOCSO & EIS contributions

Public holiday entitlement

Exceptional rest area and engagement activities

Qualifications

• Strong interpersonal and communication skills to promptly resolve guest issues.
• Professional appearance and demeanor.
• Experience in training and mentoring front office staff.
• Excellent organizational and multitasking abilities in high-pressure environments.

Responsibilities

• Ensure guests receive a warm welcome and personalized service.
• Coordinate special arrangements for VIPs and event attendees.
• Liaise with all hotel departments to meet guest needs efficiently.
• Lead and train the guest relations team.

Skills

Interpersonal skills

Communication skills

Organizational skills

Multitasking

Job description

GUEST RELATIONS MANAGER

Mandarin Oriental Kuala Lumpur is looking for a Guest Relations Manager to join our Front Office team.

Are you a master of craft?Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall.

About the job

Based at the Mandarin Oriental Kuala Lumpur / within the Rooms Department in Kuala Lumpur the Guest Relations Manageroversees all aspects of guest satisfaction, ensuring that every guest feels valued and well-cared for. They handle guest inquiries, complaints, and special requests while maintaining smooth communication between guests and departments. This position often serves as the face of the establishment, greeting VIP guests and fostering loyalty among returning customers. TheGuest Relations Manager reports to the Front Office Manager.

As Guest Relations Manager, you will be responsible for the following duties:

• Ensure guests receive a warm welcome and personalized service throughout their stay or visit.
• Coordinate special arrangements for VIPs, repeat guests, and event attendees.
• Liaise with all hotel departments (housekeeping, food & beverage, maintenance, reservations) to meet guest needs efficiently.
• Lead and train the guest relations team to deliver exceptional customer service.

As Guest Relations Manager, we expect from you:

• Strong interpersonal and communication skills, with the ability to resolve guest issues promptly and professionally
• Professional appearance and demeanour
• Experience in training and mentoring front office staff to uphold service standards and improve performance
• Excellent organizational and multitasking abilities in high-pressure hospitality environments

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• EPF (Employees Provident Fund) contributions (higher than the norm)
• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)
• Public holiday entitlement based on Malaysian calendar
• Exceptional rest area & colleagues engagement activities.

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