Guest Relations Manager

Hilton; Malaysia; On-site; MYR 60,000 - 100,000; Full time

Job summary

Hilton in Malaysia seeks a Guest Relations Manager to oversee daily front office operations and guest services, ensuring outstanding service and seamless check-in/check-out experiences.

You will lead a team of front desk agents, drive guest satisfaction, and support revenue initiatives while maintaining Hilton's signature warmth and hospitality. Proficiency in PMS and English is required; flexibility to work nights and weekends is essential.

Qualifications

• Proven experience in a front office or guest service management role within hospitality.
• Strong leadership and team management skills with the ability to inspire staff.
• Excellent communication and interpersonal skills with a guest-centric approach.
• Strong problem-solving abilities and attention to detail under pressure.
• Proficiency in PMS and front office operations; English required; other languages a plus.
• Ability to work flexible hours, including nights, weekends and holidays.

Responsibilities

• Lead daily front office operations: guest service, registration, room inventory and standards.
• Monitor and elevate service: track guest satisfaction and guide improvements.
• Support revenue initiatives: promote hotel services and up-sell to drive occupancy.
• Facilitate team knowledge: provide training and ensure team is informed of offerings.
• Delight our guests: greet, respond to inquiries and resolve concerns promptly.
• Oversee VIP guest experience: review VIP reservations for seamless check-in/out.
• Inspire and develop the team: supervise staff, monitor performance and coach.

Skills

Front office mgmt

Staff motivation

Guest service

Communication

English proficiency

Flexibility

Tools

Property Management System (PMS)

Job description

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands,and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore ourCareers Blogto see why we’re more than a great place to stay—we’re a great place to work.

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will oversee the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As aGuest Relations Manager, you’re not just overseeing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.
• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Here’s what you’ll do during a typical day:

• Lead daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment

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