Guest Service Manager

Legoland Malaysia Resort; Johor Bahru; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Medical

Dental

Sports

Parking

Housing/Transport Allowance

Higher EPF

Job summary

LEGOLAND Malaysia Resort is seeking a Guest Service Manager to oversee all property operations and ensure top hospitality standards across the resort, park, and hotels. You will manage guest relations, resolve complaints, and coordinate front desk activities with other departments.

Key responsibilities include weekly KPI reporting, VIP room preparation, and ensuring smooth check-in/check-out processes while maintaining security and service quality. A proactive leadership style is essential.

Qualifications

• Minimum of SPM certificate or Diploma in Hotel Management or equivalent.
• Minimum 2 years of Front Office supervisory experience in the hotel, leisure or related role.
• Experience in customer service with strong guest service, interpersonal and supervisory skills.
• Calm, efficient, and able 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.
• Proficient in Microsoft Office; ability to construct business correspondence.

Responsibilities

• Produce a weekly KPI report identifying trends and solutions.
• Greet guests during check-in/check-out and assist to avoid delays.
• Coordinate with Housekeeping on lost and found items.
• Oversee Front Office operations including reservations, front desk procedures, and room status.
• Ensure VIP rooms and amenities are prepared before arrival.
• Attend meetings and conduct daily Front Office briefings.

Skills

Guest service

Supervisory experience

Customer service

Microsoft Office

Education

SPM certificate or Diploma in Hotel Management

Tools

Opera PMS

Job description

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 the 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.

Perks and benefits

• Medical
• Dental
• Sports (e.g. Gym)
• Parking
• Housing/Transport Allowance
• Higher EPF contributi

The LEGOLAND® Malaysia Resort brings together a LEGOLAND Park, Water Park and Hotel in one LEGO® themed location. It is a family holiday destination with more than 70 hands-on rides, slides, shows and attractions. It has seven themed areas of attractions for all ages such as The Beginning, LEGO® Technic, LEGO Kingdoms, Imagination, LEGO City, Land of Adventure and MINILAND. It’s an inspirational land where the children are the heroes. From LEGO experiment centres to rollercoasters, the park is a day-long voyage of discovery for all the family.

LEGOLAND Water Park which can be enjoyed seperately or in combination with the theme park has more than 20 slides and water based attractions and boasts 70 LEGO models. The LEGOLAND Malaysia Resort is designed for families with children aged 2-12.

LEGOLAND® Hotel Malaysia has 249 themed guest rooms, you and your family can choose from one of three popular LEGO lines – Pirate, Kingdom or Adventure themed. All rooms include two separate sleeping areas, with a king-size bed for grown-ups, and a separate area for up to three little ones, complete with a bunk bed, pull-out trundle bed and their very own TV!

Treat your family to the ultimate LEGO® experience at LEGOLAND® Malaysia Resort. From the moment you arrive at the spectacular dragon-guarded entrance, you'll be delighted by interactive LEGO® features, themed play areas, kid's entertainment and family restaurant with amazing LEGO® models everywhere. It is the first of its kind in Asia and will offer adventure, education and fun for action-packed day trips or short break destination.

The LEGOLAND® Malaysia Resort brings together a LEGOLAND Park, Water Park and Hotel in one LEGO® themed location. It is a family holiday destination with more than 70 hands-on rides, slides, shows and attractions. It has seven themed areas of attractions for all ages such as The Beginning, LEGO® Technic, LEGO Kingdoms, Imagination, LEGO City, Land of Adventure and MINILAND. It’s an inspirational land where the children are the heroes. From LEGO experiment centres to rollercoasters, the park is a day-long voyage of discovery for all the family.

LEGOLAND Water Park which can be enjoyed seperately or in combination with the theme park has more than 20 slides and water based attractions and boasts 70 LEGO models. The LEGOLAND Malaysia Resort is designed for families with children aged 2-12.

LEGOLAND® Hotel Malaysia has 249 themed guest rooms, you and your family can choose from one of three popular LEGO lines – Pirate, Kingdom or Adventure themed. All rooms include two separate sleeping areas, with a king-size bed for grown-ups, and a separate area for up to three little ones, complete with a bunk bed, pull-out trundle bed and their very own TV!

Treat your family to the ultimate LEGO® experience at LEGOLAND® Malaysia Resort. From the moment you arrive at the spectacular dragon-guarded entrance, you'll be delighted by interactive LEGO® features, themed play areas, kid's entertainment and family restaurant with amazing LEGO® models everywhere. It is the first of its kind in Asia and will offer adventure, education and fun for action-packed day trips or short break destination.