Guest Relations Officer

InterContinental Hotels Group; Ampang Jaya Municipal Council; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading hospitality group is looking for a Guest Services Agent who ensures maximum guest satisfaction through attentive service and personalized recognition. The role requires excellent communication skills and a commitment to True Hospitality, creating memorable experiences for guests. Join a dynamic team at a renowned hotel and grow your career in the vibrant environment of Kuala Lumpur.

Qualifications

• Good communication skills to address guest concerns.
• At least one year of experience in front desk or guest services preferred.
• Flexibility to work weekends and holidays.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt attention.
• Handle guest requests and service delivery.
• Conduct room inspections for VIPs and coordinate amenities.

Skills

Communication

Problème-solving

Fluency in English

Flexibility

Basic tech skills

Education

High school diploma or equivalent

Higher education

Job description

Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival through departure.

Ensure IHG members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service.

Conduct room inspections for VIPs. Liaise with F&B team to ensure amenities are correctly delivered to rooms and on time before arrival.

Perform check-in and check-out for VIP guests and assist at the reception when required.

Greet guests professionally and friendly.

Engage guests at the Lobby / Porte Cochere.

Provide in-room check-in for all limo arrivals.

Register VIP guests in-room based on their level.

Liaise with other departments and outside contractors to ensure excellent service delivery.

Maintain an efficient repeat guest history system.

Promote inter-hotel sales and in-house facilities.

Handle IHG Rewards and welcome letters, and solicit applications.

Attend to guest requests and handle complaints, referring to Duty Manager as necessary, and follow up on corrective actions.

Participate in regular IHG training.

Review arrival lists for all guests and VIPs for room allocations, amenities, and special requests.

Prepare amenities requisitions in advance for upcoming arrivals.

Welcome returning guests with gifts based on their stays and manage stock of such gifts.

Coordinate last-minute amenities for VIP arrivals.

Maintain presence in guest areas like the lobby.

Obtain guest feedback, record it, and escalate as needed.

Update guest preferences in Opera PMS.

Assist with Reception/Club Lounge operations and Loyalty programs as needed.

Perform tasks as directed by management to achieve business goals.

Comply with hotel rules, regulations, grooming standards, and employee handbook policies.

Ensure high recognition of IHG Rewards and Ambassador Members to achieve high scores in Heartbeat.

What We Need From You

• Good communication skills to address guest concerns and compliments.
• Problem-solving skills to turn issues into positive experiences.
• Fluency in English; additional languages are a plus.
• Literacy and basic tech skills.
• Flexibility to work weekends and holidays.
• High school diploma or equivalent; higher education is a plus.
• At least one year of experience in front desk or guest services preferred.
• Basic reading skills; housekeeping experience and English speaking ability are preferred.

How Do I Deliver This?

We genuinely care about people and demonstrate this through living our promise of True Hospitality every day. This involves caring, confidence, listening, and responsiveness—core service skills that create memorable guest experiences.

While this overview captures key aspects, the role involves creating great experiences, doing the right thing, and understanding people.

If you believe you are a good fit even if you don't meet every requirement, we encourage you to apply and start your journey with us today.