Guest Service Manager

Citadines Uplands Kuching; Kuching; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Career progression

Mentorship

Staff discounts

Training and development

Job summary

Citadines Uplands Kuching is seeking a Guest Service Manager to lead the front office team in Kuching, Sarawak. This full-time role focuses on delivering exceptional guest experiences, managing check-in/check-out, and coordinating with housekeeping and other departments to ensure seamless stays.

The ideal candidate will have 3+ years in guest services or hospitality management, strong leadership and communication skills, and proficiency with hotel management systems and Microsoft Office.

Qualifications

• 3+ years of experience in a guest services, front office or hospitality management role.
• Proven leadership experience with the ability to manage and motivate a team effectively.
• Excellent communication and interpersonal skills with a genuine passion for delivering exceptional guest service.
• Strong problem-solving abilities with the capacity to remain calm and professional under pressure.
• Proficiency with hotel management systems and Microsoft Office applications.
• Fluency in English; additional languages such as Mandarin or Malay are highly desirable.
• Exceptional organisational and multitasking capabilities.
• A commitment to maintaining high standards of professionalism, appearance and conduct.
• Knowledge of front office best practices and industry standards.

Responsibilities

• Lead, supervise and motivate the front office and guest services team to deliver consistently high standards of service.
• Oversee guest check-in and check-out procedures, ensuring efficiency and personalised service.
• Address guest enquiries, requests and complaints promptly and professionally, implementing effective solutions.
• Monitor and maintain guest satisfaction levels, implementing improvements based on feedback and reviews.
• Manage front desk operations, including room allocation, reservation management and coordination with other departments.
• Train and develop front office staff, ensuring compliance with company policies, procedures and service standards.
• Maintain accurate guest records and ensure confidentiality of all guest information.
• Coordinate with housekeeping, maintenance and other departments to ensure seamless guest experiences.
• Prepare and review front office reports and metrics to identify trends and areas for improvement.
• Manage front office inventory and ensure stock levels are maintained appropriately.
• Support marketing and revenue initiatives by providing guest insights and feedback.
• Ensure compliance with health, safety and security protocols at all times.

Skills

Leadership

Communication

Problem-solving

Hotel management systems

Microsoft Office

English fluency

Tools

Hotel management systems

Microsoft Office

Job description

About us

Citadines Uplands Kuching is a premier serviced apartment destination in Kuching, Sarawak, dedicated to providing exceptional hospitality experiences to our guests. We pride ourselves on delivering outstanding service, comfort, and value to leisure and business travellers alike. Our team is committed to creating memorable stays and building lasting relationships with our guests through professionalism, warmth, and attention to detail.

About the role

We are seeking a Guest Service Manager to join our front office team on a full-time basis in Kuching, Sarawak. This is a pivotal leadership position within our guest services department, where you will be responsible for overseeing the delivery of exceptional guest experiences and managing the front office operations. As Guest Service Manager, you will play a crucial role in ensuring that every guest interaction reflects our commitment to excellence and contributes to the overall success of the property.

Key responsibilities

Lead, supervise and motivate the front office and guest services team to deliver consistently high standards of service

Oversee guest check-in and check-out procedures, ensuring efficiency and personalised service

Address guest enquiries, requests and complaints promptly and professionally, implementing effective solutions

Monitor and maintain guest satisfaction levels, implementing improvements based on feedback and reviews

Manage front desk operations, including room allocation, reservation management and coordination with other departments

Train and develop front office staff, ensuring compliance with company policies, procedures and service standards

Maintain accurate guest records and ensure confidentiality of all guest information

Coordinate with housekeeping, maintenance and other departments to ensure seamless guest experiences

Prepare and review front office reports and metrics to identify trends and areas for improvement

Manage front office inventory and ensure stock levels are maintained appropriately

Support marketing and revenue initiatives by providing guest insights and feedback

Ensure compliance with health, safety and security protocols at all times

What we're looking for

3+ years of experience in a guest services, front office or hospitality management role

Proven leadership experience with the ability to manage and motivate a team effectively

Excellent communication and interpersonal skills with a genuine passion for delivering exceptional guest service

Strong problem-solving abilities with the capacity to remain calm and professional under pressure

Proficiency with hotel management systems and Microsoft Office applications

Fluency in English; additional languages such as Mandarin or Malay are highly desirable

Exceptional organisational and multitasking capabilities

A commitment to maintaining high standards of professionalism, appearance and conduct

Knowledge of front office best practices and industry standards

Flexibility to work shifts, including evenings, weekends and public holidays as required

What we offer

At Citadines Uplands Kuching, we are committed to supporting the wellbeing and professional development of our team members. We offer a competitive salary package commensurate with experience, opportunities for career advancement within the hospitality sector, and a supportive work environment where your contributions are valued. We provide on-the-job training and mentorship to help you develop your skills and succeed in your role. Additionally, we offer staff discounts and benefits that reflect our appreciation for your dedication to excellence.