Guest Service Manager

Private Advertiser; Kuching; Vor Ort; MYR 90.000 - 135.000; Vollzeit

Zusammenfassung

Private Advertiser is seeking an experienced Guest Service Manager to lead the Front Office team and drive service excellence in a hotel environment. The role oversees check-in/out, reservations, and guest relations, coordinating with housekeeping, F&B, and other departments to ensure seamless service delivery.

The ideal candidate has 3-5 years in Front Office with supervisory experience, strong communication skills in English and Bahasa Malaysia, and a customer-focused mindset to enhance guest

Qualifikationen

• Diploma or Bachelor's Degree in Hospitality Management or related discipline.
• 3-5 years Front Office experience with 1-2 years in a supervisory role.
• Strong knowledge of Front Office operations, reservations, and service standards.

Aufgaben

• Oversee daily Front Office operations including check-in/out, reservations, cashiering, and guest service tasks.
• Ensure knowledge of rooms, facilities, and services to support guest inquiries.
• Lead resolution of guest complaints and service recovery with follow-up.
• Coordinate with Housekeeping, Engineering, F&B, Security, and Sales to ensure seamless service.
• Maintain guest profiles and ensure accurate shift handovers and reports.

Kenntnisse

Front Office operations

Leadership

Customer service

Communication

English

Bahasa Malaysia

Shift work

Ausbildung

Hospitality management degree (Diploma/Bachelor)

Tools

Property Management Systems (PMS)

Hotel reservation systems

Jobbeschreibung

We are seeking an experienced, service-driven, and proactive Guest Service Manager to lead the Front Office team and ensure the delivery of exceptional guest experiences. The successful candidate will oversee all Front Office operations, drive service excellence, manage guest relations, and ensure efficient coordination with other hotel departments to maintain the highest standards of hospitality.

Key Responsibilities

Front Office Operations

Oversee the daily operations of the Front Office, ensuring smooth and efficient check-in, check-out, reservations, cashiering, and guest service functions in accordance with hotel Standard Operating Procedures (SOPs).

Ensure comprehensive knowledge of hotel room categories, facilities, restaurants, retail outlets, function rooms, and available services to support guest enquiries effectively.

Supervise reservation activities, including online booking platforms, room allocations, room availability, and inventory management.

Monitor daily arrivals, departures, VIP guests, group bookings, corporate clients, and special events to ensure all arrangements are executed seamlessly.

Ensure all telephone calls, emails, and guest enquiries are handled professionally, courteously, and efficiently.

Guest Relations & Service Excellence

Lead the resolution of guest complaints, service recovery, and special requests, ensuring prompt follow-up and complete guest satisfaction.

Build strong relationships with guests by delivering personalised and memorable service experiences.

Promote hotel facilities, room upgrades, promotions, dining outlets, and other services to maximise guest satisfaction and revenue opportunities.

Ensure all guests, including VIPs, corporate guests, tour groups, and long-stay guests, receive a warm, professional, and personalised welcome.

Leadership & Team Management

Supervise, coach, mentor, and motivate Front Office Executives, Receptionists, and Guest Service staff to achieve high service standards.

Conduct daily briefings, communicate operational updates, and monitor staff performance, attendance, grooming, and adherence to hotel standards.

Prepare duty rosters, manage shift scheduling, and ensure adequate staffing to meet operational requirements.

Identify training needs and support staff development to improve service quality and operational efficiency.

Coordination & Operational Excellence

Coordinate closely with Housekeeping, Engineering, Food & Beverage, Security, Sales & Marketing, and other departments to ensure smooth guest arrivals, departures, room readiness, and service delivery.

Ensure guest profiles, preferences, loyalty programme information, and special requests are accurately updated before the end of each shift.

Oversee Front Office cashiering functions, ensuring accurate handling of cash, credit card transactions, billing, deposits, and financial controls.

Ensure operational readiness by maintaining knowledge of manual Front Office procedures during system downtime.

Conduct comprehensive shift handovers, ensuring reports, logs, pending issues, and guest requests are properly communicated.

Compliance & Administration

Ensure compliance with hotel policies, SOPs, service standards, financial controls, and regulatory requirements.

Maintain strict confidentiality of guest information and uphold guest privacy at all times.

Ensure all emergency procedures, including fire safety, evacuation protocols, and crisis response plans, are understood and followed by the team.

Identify and report health, safety, security, and maintenance issues promptly.

Prepare daily operational reports, occupancy reports, guest feedback summaries, cashiering reports, and other management reports.

Perform any other duties assigned by Management.

Qualifications & Requirements

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

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

Strong knowledge of Front Office operations, reservations, guest relations, cashiering, and hotel service standards.

Experience using Property Management Systems (PMS) and hotel reservation systems is preferred.

Excellent leadership, coaching, and team management skills.

Strong problem-solving, decision-making, and conflict resolution abilities.

Customer-focused with outstanding communication and interpersonal skills.

Good command of English and Bahasa Malaysia (spoken and written).

Highly organised with excellent attention to detail and the ability to perform well in a fast-paced environment.

Willing to work rotating shifts, including weekends and public holidays.

Preferred Skills (Added Advantage)

Experience in a 4-star or 5-star hotel environment.

Familiarity with revenue management, room inventory control, and upselling strategies.

Knowledge of hotel quality assurance standards, guest satisfaction metrics, and service recovery techniques.

First Aid and Fire Safety certification.

Strong analytical skills with experience preparing operational reports and performance analyses.

Why Join Us?

Opportunity to build your career with a growing hospitality organisation.

Work in a professional, collaborative, and guest-focused environment.

Career advancement and continuous learning opportunities.

Exposure to high hotel service standards and leadership development.

Competitive remuneration package and employee benefits.

Opportunities for promotion