Guest Relations Officer

Shangri-La Group; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking energetic and multi-skilled individuals to join our team as guest relations professionals. You will deliver personalized and seamless service to VIP guests, ensuring an exceptional experience from check-in to check-out.

Based in the heart of Kuala Lumpur, you will engage with guests, gather feedback, and resolve issues promptly while coordinating with various departments to meet preferences and requirements.

Qualifications

• Fluent in spoken and written English; additional languages are an asset.
• Prior customer service or guest relations experience preferred in a hotel.
• Strong interpersonal and communication skills with international guests.
• Well-groomed, articulate and professional demeanor.
• Able to work in a fast-paced environment and remain calm under pressure.

Responsibilities

• Deliver personalized and seamless service to VIP guests from check-in to check-out.
• Proactively engage with guests to build relationships and collect feedback.
• Monitor the lobby area to ensure it is welcoming and well managed.
• Coordinate guest preferences and logistics with relevant departments.
• Assist foreign-speaking guests with translation or cultural support as needed.
• Provide up-to-date local recommendations and directions to guests.
• Support loyalty programs with accurate guest records and tailored service.
• Maintain knowledge of events, VIP arrivals, and function schedules.

Skills

English fluency

Additional languages

Interpersonal skills

Communication skills

Customer service

Professional appearance

Education

SPM or equivalent

Diploma in hospitality

Tools

Hotel operating systems

Job description

Be part of our Shangri-La family Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore. Today, the group comprises over 102 deluxe hotels and resorts in key cities in Asia Pacific, North America, Europe and the Middle East.

Shangri-La, Kuala Lumpur

Be part of our Shangri-La family Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore. Today, the group comprises over 102 deluxe hotels and resorts in key cities in Asia Pacific, North America, Europe and the Middle East.

Based in Hong Kong, we are expanding globally with developments under way throughout Asia, the Middle East and Africa. With our extensive footprint in Asia and in 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, to explore and discover well-known attractions and activities that Kuala Lumpur has to offer.

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 hotel.

We are in search of energetic, vibrant and multi-skilled individuals who are able to meet the ever-changing challenges and contribute towards 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. Someone with 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.