Guest Service Manager

Lego Group; Johor Bahru; On-site; Confidential; Full time

Benefits offered by this job

Medical, dental and insurance

Free annual pass

Staff discounts

Free entry to Merlin attractions

Job summary

LEGOLAND Malaysia Resort is seeking a Guest Service Manager to oversee daily hotel operations, ensuring top hospitality and service standards. You will manage guest relations, resolve complaints and coordinate with departments to deliver seamless guest experiences.

Responsibilities include KPI reporting, VIP arrivals, front office supervision, and ensuring accurate billing, room readiness, and events support. Strong leadership and problem-solving skills are essential for success in this role.

Qualifications

• A minimum of SPM certificate or Diploma in Hotel Management or Equivalent.
• A minimum of 2 years of Front Office supervisory experience in the hotel, leisure or related role.
• Experienced in customer service with strong guest service, interpersonal and supervisory skills are required.
• Calm, efficient, and the ability to work well under pressure.
• Bi-lingual ability in oral and writing will be an added advantage.
• Meticulous grooming and presentation.
• Passion for the Guest/Customer Service environment.
• Computer proficiency with Microsoft Office Products is important.

Responsibilities

• Produce a weekly KPI report and be available in the lobby to handle guest requests and complaints.
• Take directives from Front Office management on hotel matters.
• Handle billing issues and investigate guest complaints.
• Coordinate with hotel departments to ensure guest satisfaction and safety.
• Greet guests during check-in/out and assist to minimize delays.
• Supervise Front Office operations including reservations, cash handling, and room status.

Skills

Guest service

Leadership

Communication

Customer service

MS Office

Bilingual

Education

SPM certificate or Diploma in Hotel Management

Tools

Opera PMS

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

At LEGOLAND Malaysia Resort – Earn AWESOME Benefits, Build AWESOME Memories, and Make an AWESOME Difference. With our Theme Park, Water Park, Hotels, SEA LIFE CENTRE - the opportunities here at LEGOLAND are endless!

Position Summary

The role of Guest Service Manager is to oversee all property operations, ensuring that the highest levels of hospitality and service are provided. This position represents in the important area of relations with the guest, resolving any guest related situation. You are responsible to take care of the hotel guest requirements and handle effectively their complaints and take action where service or equipment is not functioning.

Responsibility

• 1. Producing a weekly detailed KPI report identifying trends and solutions and circulate results of the resort. To be available in the lobby area at all times in order to handle requirements, as Hotel management wished to channel request and complaints of guests through Guest Service Manager.
• 2. To take directives from the FOM on hotel matters.
• 3. To handle matters related with proper billing and investigate any guest complaints.
• 4. To attend and take immediate action, and also to report to the Hotel Director whenever possible, in the case of emergencies such as death, accident, fire and bomb threat.
• 5. To greet waiting guests during check-in and check-out and offer assistance to avoid any delays.
• 6. To be thoroughly familiar with Hotel policies, procedures and practices concerning in particular reservation, room assignment, baggage handling, housekeeping methods, restaurant and room charges on guest bills, credit and security.
• 7. To maintain a log and record an unusual incident and check any important matters that need follow-up.
• 8. To make daily rounds through all operation departments. This is to increase visibility to guests and employees particularly at night.
• 9. To be involved in the Front Desk operations such as reservations, Operator, Front Office Cashier procedures, reservation forecast, room status and availability of rooms.
• 10. To be well versed with the Hotel Property Management System, Opera.
• 11. To coordinate with the Housekeeping in controlling the lost and found items.
• 12. To be responsible for preparing accident report, check on complaint and VIP arrivals.
• 13. To liaise with the Credit Controller on guest accounts exceeding set limits and any “suspicious room account”.
• 14. To check and ensure that all rooms/suites assigned for VIPs are in order and the respective amenities are in order and the respective amenities are placed in the room/suites before arrival of guests.
• 15. To meet and greet arriving VIPs and bids farewell upon their departure.
• 16. To ensure that all key and folders for tours/groups are prepared and the assigned place for check in is ready before the arrival of the tours/groups.
• To mke decision on guest credit with regards to account A/R billing. Ensure that guest have prior credit facility. All this is to be done within the Hotel’s credit policy.
• 18. To ensure that all reports and room assignment done by the Night Front Office Assistant are correct.
• 19. Responsible for cash float and responsible for any shortfall or uncollected monies due to negligence.
• 20. To attend meetings and conduct daily Front Office briefings.
• 21. He/she should be well informed of local, city and country places of interest, shopping arcades, religious services, transportation, etc.
• 22. To ensure that the function in banqueting area for the day are displayed on sign-board.
• 23. To ensure blocking of rooms for in-coming VIP, FITs and groups.
• 24. To do periodical checks in order to know the current occupancy and room availability.
• 25. To spot check and ensure all check-in details entered in the computer.
• 26. To check the occupied room rate standing charges and ensure that all correct rates are keyed in.
• 27. To be thoroughly familiar with credit regulations. Assist the Front Office Manager regarding payment by guest whose bills are overdue.
• 28. To follow up on all “due out” or expected departure guests and also Housekeeping discrepancy report.
• 29. To follow up weekly complimentary order for in-house long term guests.
• 30. To handle guest complaints regarding room bills, discounted rate, monthly rate, etc.
• 31. Ensure that guest relations are maintained at the highest standard and to schedule yourself to meet at least 5 guests at each shift for feedback on their requirements and update in the GSM log book.
• 32. Must be thoroughly aware of the rooms forecast, room status, open and close dated and availability of the rooms.
• 33. He/she must be well informed of the local, city and country places of interest, shopping arcades, religious services, transportation, etc.
• 34. Additional function tasks for Night Manager.
• 35. To check all staff during the night shift are doing proper work as per standing instructions of their immediate superior as well as to enforce any special instruction or special assignment given to the Night Front Office Assistant by respective Head of Department.
• 36. To supervise operation of the hotel in general and represent management when decisions must be made during these hours.
• 37. To ensure that the event board are put up by the bellmen accordingly and accurately according to event orders.
• 38. To ensure that the night Bellman slot in newspaper in the cover sheet and send the newspaper immediately once it is ready. To ensure that the cover sheet’s logo faces up to the front upon hanging at the room guest’s door knob.
• 39. To ensure that the night housekeeping attendants do their schedule routine tasks.
• 40. To enact night security of the overall hotel premise.
• 41. To prepare in the printing of the Management report for the next day.
• 42. To perform any other related duty as assigned by his/her direct superior, the management of the Hotel or company policy.

Qualifications

A minimum of SPM certificate or Diploma in Hotel Management or Equivalent.

A minimum of 2 years of Front Office supervisory experience in the hotel, leisure or related role.

Experienced in customer service with strong guest service, interpersonal and supervisory skills are required.

Calm, efficient, and the ability to work well under pressure.

Bi-lingual ability in oral and writing will be an added advantage.

Meticulous grooming and presentation.

Passion for the Guest/Customer Service environment

Computer proficiency with excellent ability to use Microsoft Office Products (Words, Excel, Access and Power Point) is important. Business correspondence such as ability to construct business or official letter or communication is required be experienced at dealing with a range of external stakeholders.

About The Benefits

In return you will find a competitive salary and benefits package (including a medical, dental and insurance), and benefit from free annual pass, staff discounts, and free entry to all our Merlin attractions which also extend to family and friends. In addition, you can expect continued growth of joining an exciting, global organization.