Hospitality Front Office Leader - Guest Experience

Hilton; Kedah; On-site; MYR 60,000 - 90,000; Full time

Job summary

Hilton Malaysia seeks a Guest Relation Supervisor to manage daily front office operations and guest services, ensuring outstanding service and smooth check-in/check-out for all guests. You will lead a team of front desk agents and guest service representatives, monitor guest satisfaction, coach staff, and collaborate with hotel leadership to elevate the guest experience.

Ideal candidates have experience in hospitality, strong English proficiency, and flexible working hours.

Qualifications

• Proven experience in a Guest Relations, Guest Service or Front Office role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire, motivate and develop team members.
• Excellent communication and interpersonal skills, with a strong guest-centric and service-oriented approach.
• Proficiency in English; additional languages are an advantage.

Responsibilities

• Oversee daily front office operations: Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards.
• Monitor guest satisfaction, address service issues, and guide the team to improve the guest experience.
• Support revenue initiatives: promote hotel services and upselling to drive occupancy and revenue growth.
• Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions.
• Delight our guests: welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards.
• Oversee VIP guest experience: review VIP reservations and ensure a seamless check-in and check-out experience.
• Inspire and develop the team: supervise and coach front office staff to maintain a positive work environment.

Skills

Guest relations experience

Front office leadership

Excellent communication

Service recovery

Team development

Guest-centric service mindset

English proficiency

Flexible hours availability

Problem solving

Tools

PMS software

Job description

Hilton Malaysia seeks a Guest Relation Supervisor to manage daily front office operations and guest services, ensuring outstanding service and smooth check-in/check-out for all guests. You will lead a team of front desk agents and guest service representatives, monitor guest satisfaction, coach staff, and collaborate with hotel leadership to elevate the guest experience.

Ideal candidates have experience in hospitality, strong English proficiency, and flexible working hours.