Guest Service Manager (First World Hotel)

gradmalaysia.com; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading hotel in Kuala Lumpur is looking for a Guest Service Manager to oversee front office operations and enhance guest satisfaction. The ideal candidate will have a minimum of 5 years of experience in guest service or front office management. Key responsibilities include managing a team, addressing guest inquiries, and ensuring compliance with hotel policies. Strong leadership and interpersonal skills are essential for delivering exceptional customer service and creating memorable guest experiences.

Qualifications

• Minimum 5 years of experience in guest service or front office management in hospitality.
• Exceptional leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.

Responsibilities

• Oversee and coordinate front office operations, including check-in/check-out.
• Develop and implement strategies to enhance guest satisfaction.
• Manage, train, and motivate front office and guest service associates.

Skills

Leadership

Communication

Problem-solving

Interpersonal skills

Customer service

Tools

Microsoft Office Suite

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