Guest Relations Officer

Shangri-La Group; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A premier luxury hotel group in Kuala Lumpur is seeking dynamic individuals to provide exceptional service to VIP guests. The ideal candidate will have strong communication skills and prior experience in customer service, preferably in a hotel environment. You will engage with guests to build relationships and resolve any service issues, ensuring their experience is memorable. This role offers a chance to be part of a vibrant team dedicated to delivering gracious Malaysian hospitality.

Qualifications

• Prior experience in customer service or guest relations, preferably in a hotel environment.
• Strong interpersonal and communication skills with the ability to engage with international guests.
• Able to work in a fast-paced environment and remain calm under pressure.

Responsibilities

• Deliver personalized and seamless service to VIP guests.
• Proactively engage with guests to build relationships and resolve issues.
• Coordinate guest preferences with relevant departments to enhance satisfaction.

Skills

Customer service experience

Fluent English

Interpersonal skills

Communication skills

Multi-lingual ability

Education

Minimum SPM or equivalent qualification

Diploma in hospitality

Job description

Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore and now operates over 102 deluxe hotels around the world. With our extensive footprint in Asia and key cities worldwide, we offer global exposure, exciting career prospects and opportunities in hospitality, F&B, real estate, technology, marketing, design, business development, finance, project management, and many other areas.

Shangri-La Kuala Lumpur is perfectly situated in the heart of the city, offering guests easy access to well‑known attractions and activities in Kuala Lumpur.

As a premier deluxe hotel with a proud tradition in providing gracious Malaysian hospitality to the world, we are inviting dynamic individuals to join one of the region's most exclusive city hotels. We seek energetic, vibrant and multi‑skilled individuals who are able to meet ever‑changing challenges and contribute to the success of the hotel.

It takes a very special kind of person to work at Shangri-La — someone with an eye for detail and the skills to perform, an attitude to deliver, and a passion to delight.

Responsibilities

• Deliver personalized and seamless service to VIP guests, ensuring their experience is exceptional from check‑in to check‑out.
• Proactively engage with guests to build relationships, collect feedback, and resolve any service issues promptly.
• Monitor the lobby area to ensure it is presentable, welcoming, and efficiently managed at all times.
• Coordinate guest preferences and logistical requirements with relevant departments to enhance guest satisfaction.
• Assist foreign‑speaking guests and provide translation or cultural support as needed.
• Provide up‑to‑date local recommendations, directions, and relevant information to guests.
• Support the hotel’s guest recognition and loyalty programs by maintaining accurate records and offering tailored service.
• Maintain knowledge of hotel events, VIP arrivals, room blocks, and function schedules to ensure preparedness.

Qualifications

• Minimum SPM or equivalent qualification; diploma in hospitality is an advantage.
• Prior experience in customer service or guest relations, preferably in a hotel environment.
• Fluent in spoken and written English; proficiency in additional languages is an asset.
• Well‑groomed, articulate, and professional with a pleasant and approachable personality.
• Strong interpersonal and communication skills with the ability to engage with international guests.
• Able to work in a fast‑paced environment and remain calm under pressure.
• Willing to work flexible shifts, including weekends and public holidays.
• Basic computer skills and familiarity with hotel operating systems is preferred.