Guest Service Manager (First World Hotel)

Genting Malaysia Berhad; Kampung Chamang; On-site; MYR 183,000 - 245,000; Full time

Job summary

A leading integrated resort operator in Malaysia is seeking a Guest Service Manager for the First World Hotel. This role involves overseeing front office operations and enhancing guest satisfaction through strategic initiatives. Candidates should have a minimum of 5 years in guest service or front office management, coupled with strong leadership and interpersonal skills. The position requires flexible hours, commitment to excellent customer service, and the ability to manage and motivate a team effectively.

Qualifications

• Minimum 5 years of experience in guest service or front office management.
• Exceptional leadership, communication, and interpersonal skills required.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Oversee and coordinate all front office operations.
• Develop strategies to enhance guest satisfaction.
• Manage, train, and motivate front office team.

Skills

Leadership

Communication

Problem-solving

Interpersonal skills

Customer service

Tools

Microsoft Office

Hotel management software

Job description

Guest Service Manager (First World Hotel)

• Overseeing and coordinating all front office operations, including check-in/check-out, concierge, and guest relations
• Developing and implementing strategies to enhance guest satisfaction and streamline service delivery
• Managing, training, and motivating a team of front office and guest service associates
• Ensuring compliance with hotel policies, procedures, and safety standards
• Addressing guest inquiries, concerns, and complaints in a timely and professional manner
• Collaborating with other departments to integrate guest services and enhance the overall guest experience
• Analysing guest feedback and data to identify areas for improvement
• Participating in the development and implementation of new guest service initiatives

What we're looking for

• Minimum 5 years of experience in a guest service or front office management role within the hospitality industry
• Exceptional leadership, communication, and interpersonal skills
• Strong problem-solving and decision‑making abilities
• Proficient in Microsoft Office suite and hotel management software
• Familiarity with hotel operations, guest service standards, and industry best practices
• Ability to work flexible hours, including weekends and holidays, to meet the needs of the business
• A passion for delivering exceptional customer service and creating memorable guest experiences

About us

Genting Malaysia Berhad is a leading integrated resort operator in Malaysia, with a diverse portfolio of world‑class attractions, hotels, and entertainment offerings. Our flagship property, the First World Hotel in Genting Highlands, is one of the largest hotels in the world, catering to millions of visitors each year. As a dynamic and innovative company, we are constantly seeking talented individuals to join our team and contribute to our continued success.

Apply now for this exciting opportunity to be a part of the Genting Malaysia Berhad family!