Guest Service Manager

Sunway Putra Hotel Kuala Lumpur; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Benefits offered by this job

Competitive salary

Career development

Wellness programs

Hotel-stay discounts

Flexible working arrangements

Job summary

Sunway Putra Hotel Kuala Lumpur is seeking a dedicated Guest Service Manager to lead the Front Office team, ensuring exceptional guest experiences and adherence to hospitality standards.

You will oversee daily operations, handle guest feedback and service recovery, and collaborate with other departments to maintain smooth hotel operations. This full-time role offers leadership growth and a chance to contribute to a premier Kuala Lumpur destination.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management or related field.
• 3–5 years in Front Office/Guest Services, with 1–2 years in supervision.
• Strong knowledge of Front Office operations and service recovery.
• Proficiency with PMS systems; OPERA Cloud is an advantage.

Responsibilities

• Oversee daily Guest Service operations to ensure smooth service delivery.
• Ensure guests receive a warm welcome, personalized attention, and professional service.
• Supervise Front Office operations including arrivals, departures, room assignments, and guest requests.
• Monitor guest satisfaction and address complaints to ensure service recovery.
• Coordinate with Housekeeping, Engineering, F&B, Security and other departments to resolve issues.
• Maintain guest profiles, records, and billing information in the PMS.
• Conduct regular inspections of guest service areas for cleanliness and readiness.
• Train and coach team members to uphold high standards.

Skills

Guest relations

Leadership

Communication

Problem solving

Team supervision

Multitasking

Education

Diploma or Bachelor's Degree in Hospitality Management

Tools

OPERA Cloud

Job description

Sunway Putra Hotel Kuala Lumpur is seeking a dedicated, customer-focused, and experienced Guest Service Manager to join our Front Office team. In this role, you will be responsible for overseeing daily guest service operations, ensuring exceptional guest experiences, and maintaining the highest standards of hospitality. You will handle guest feedback and service recovery, and work closely with other departments to ensure smooth hotel operations. This full-time position offers an excellent opportunity to demonstrate your leadership abilities, enhance guest satisfaction, and contribute to the continued success of one of Kuala Lumpur's leading hospitality destinations.

What You'll Be Doing

Oversee the daily operations of the Guest Service team to ensure smooth and efficient service delivery in accordance with hotel standards and procedures.

Ensure guests receive a warm welcome, personalized attention, and professional service throughout their stay.

Supervise Front Office operations, including guest arrivals, departures, room assignments, and other guest-related requests.

Monitor guest satisfaction and promptly address complaints, concerns, and service issues to ensure effective service recovery.

Ensure all guest inquiries, requests, and feedback are handled professionally and within an appropriate timeframe.

Coordinate with Housekeeping, Engineering, Food & Beverage, Security, and other departments to ensure timely resolution of guest requests and operational issues.

Monitor room availability, occupancy, VIP arrivals, special requests, and room status to support efficient daily operations.

Ensure accurate maintenance of guest profiles, registration records, billing information, and other relevant documentation in the hotel's property management system.

Monitor and ensure compliance with hotel policies, standard operating procedures, service standards, and safety regulations.

Conduct regular inspections of guest service areas to ensure cleanliness, presentation, and operational readiness.

Handle VIP guests, special occasions, and other important guest arrangements to enhance the overall guest experience.

Monitor guest feedback and service performance indicators, identify areas for improvement, and implement appropriate action plans.

Prepare operational reports, shift handover reports, incident reports, and other documentation as required by Management.

Supervise, coach, train, and evaluate team members to maintain high standards of professionalism, service quality, and productivity.

Assist in preparing staff duty rosters, monitoring attendance, and ensuring adequate manpower coverage to support daily operations.

Support the implementation of guest engagement initiatives and continuous service improvement programmes.

Perform Manager-on-Duty responsibilities when assigned and respond promptly to operational emergencies or guest-related incidents.

Carry out additional duties and responsibilities as assigned by Management.

What We're Looking For

Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, or a related discipline.

Minimum 3-5 years of experience in Front Office or Guest Services within the hospitality industry, with at least 1-2 years in a supervisory or managerial role.

Strong knowledge of Front Office operations, guest relations, service recovery, and hotel operating procedures.

Proficiency in hotel property management systems (PMS), such as OPERA Cloud, is an advantage.

Excellent customer service skills with a strong commitment to guest satisfaction and service excellence.

Strong leadership and interpersonal skills, with the ability to supervise, coach, and motivate a team.

Excellent problem-solving and decision-making abilities, particularly when handling guest complaints and operational challenges.

Strong communication skills, with the ability to interact professionally with guests, colleagues, and stakeholders from diverse backgrounds.

Good organizational skills, with the ability to manage multiple priorities and work effectively under pressure in a fast-paced hotel environment.

Strong attention to detail and the ability to maintain high standards of service quality and operational efficiency.

A proactive, approachable, and guest-oriented personality with a positive attitude.

Willingness to work on shifts, weekends, and public holidays as required by hotel operations.

Proficiency in multiple languages, particularly English, Bahasa Malaysia, or other foreign languages, will be an added advantage.

What We Offer

At Sunway Putra Hotel Kuala Lumpur, we are committed to providing our employees with a rewarding and supportive work environment. Our benefits include a competitive salary, opportunities for career development, access to employee wellness programs, and discounts on hotel stays. We also encourage a healthy work-life balance and offer flexible working arrangements where possible.

About Us

Sunway Putra Hotel Kuala Lumpur is a vibrant 5-star hotel located in the heart of the city's bustling commercial district. As part of the Sunway Group, we are renowned for our commitment to delivering exceptional guest experiences and creating a positive impact on the communities we serve. Join our dynamic team and be a part of our continued success.