Guest Relations Officer (173103)

Shangri-La Hotels and Resorts; Kota Kinabalu; On-site; MYR 36,000 - 48,000; Full time

Job summary

A luxury resort in Kota Kinabalu is seeking a Guest Relations Officer to enhance the guest experience by providing exceptional service. Responsibilities include assisting guests with check-in and check-out, addressing inquiries, and maintaining records of guest preferences. Candidates should have a diploma in hospitality and strong communication skills. Local candidates are preferred, with flexible hours required. Apply by 29 August 2025.

Qualifications

• Command of secondary languages such as English, Mandarin, Japanese and/or Korean is an advantage.
• Experience in a similar role is desirable.
• Able to work flexible hours.

Responsibilities

• Enhance guest experience by providing exceptional service and personalized attention.
• Greet guests upon arrival, assist with check-in and check-out.
• Address guest needs and coordinate with other departments.

Skills

Strong communication skills

Cultural sensitivity

Passion for hospitality

Education

Diploma in hospitality or equivalent

Job description

Shangri-La Rasa Ria, Kota Kinabalu

Be part of our Shangri-La family!

At Shangri-La Rasa Ria, Kota Kinabalu, we prioritize employee growth, offering learning and advancement opportunities. We provide competitive benefits and foster internal promotion, ensuring career progression within our organization. Our people are our greatest asset; we value them like family, treating everyone with honour and respect. We aim to be the preferred employer by offering competitive work benefits, equal opportunities, and comprehensive training for colleagues to advance and be acknowledged.

The resort consists of 494 guest rooms, a 64-acre nature reserve, the Rasa Ria Reserve, home to wildlife including long-tailed macaques and slow lorises, and home to an 18-hole championship golf course with picture-perfect views of Mt Kinabalu (a UNESCO World Heritage site).

We're looking for Guest Relations Officer or aspiring to be required for our Rooms Division. He/She will assist the Guest Relations Manager to focus on enhancing guest experience.

Job Summary

• Responsible for enhancing the guest experience by providing exceptional service and personalized attention.
• The role involves greeting guests upon arrival, assisting with check-in and check-out procedures, handling guest inquiries and complaints, and ensuring that all guests feel welcomed and valued throughout their stay.
• Serves as the main point of contact for guests, addressing their needs promptly and coordinating with other departments to fulfill special requests.
• By maintaining detailed records of guest preferences and feedback, the GRO helps to create a warm and memorable experience that encourages repeat visits and positive reviews.

Requirements

• Diploma in hospitality or equivalent
• Command of secondary language such as English, Mandarin, Japanese and/or Korean is an advantage
• Strong communication skills, cultural sensitivity, and a passion for hospitality
• Experience in similar role is desirable
• Articulate, presentable and pleasant grooming
• Able to work flexible hours
• Due to Local Immigration policies, only Malaysian will be considered.

Interested candidates may apply and attach their Curriculum Vitaebefore 29 August 2025.