Hospitality Operations Lead: Guest Experience & Property

Stayora Group Sdn Bhd; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

Stayora Group Sdn Bhd is seeking an Operations Executive to oversee daily operations across our portfolio of short-stay accommodations, serviced apartments, and boutique hotels in Kuala Lumpur. You will focus on delivering exceptional guest experiences, maintaining quality standards, and supporting revenue growth through efficient processes.

The role requires leadership, coordination across housekeeping, maintenance, and front desk teams, and hands-on problem solving to keep properties running

Qualifications

• Diploma or Bachelor’s in Hospitality Management, Hotel Management, Tourism, Business Administration, or related field.
• Minimum 2 years of experience in hotel, hospitality, serviced apartment, or property management preferred.
• Fresh graduates with strong potential may also be considered.
• Strong leadership and coordination skills.
• Excellent customer service and communication skills.
• Strong organisational and multitasking abilities.
• Good problem-solving and decision-making skills.
• Attention to detail and commitment to quality.
• Proficiency in Microsoft Office and hospitality-related software.
• Possession of a valid driving licence and willingness to travel between properties.

Responsibilities

• Oversee the daily operations of assigned Stayora properties.
• Ensure rooms and common areas meet cleanliness, maintenance, and presentation standards.
• Coordinate property openings, refurbishments, and new unit handovers.
• Monitor utility usage and operational efficiency.
• Ensure smooth guest arrival, stay, and departure experiences.
• Respond promptly to guest enquiries, requests, and complaints.
• Coordinate solutions for guest issues and follow up until resolved.
• Maintain high guest satisfaction ratings across booking platforms.
• Plan and supervise housekeeping schedules.
• Coordinate preventive and corrective maintenance works.
• Liaise with contractors, suppliers, and service providers.
• Ensure maintenance issues are resolved within acceptable timeframes.
• Coordinate with reservations to ensure accurate bookings and manage overbooking.
• Support OTA listings (Airbnb, Booking.com, Agoda, Expedia).
• Prepare daily, weekly, and monthly operational reports.
• Assist management with budgeting and business improvement initiatives.
• Ensure CCTV, access control, fire safety, and security procedures are maintained.

Skills

Leadership

Customer service

Communication

Organisational skills

Multitasking

Problem-solving

Attention to detail

MS Office proficiency

Customer focus

Travel readiness

Education

Diploma or Bachelor’s Degree in Hospitality Management/Hotel Management/Tourism/Business Administration

Tools

MS Office

Hospitality software

Property/ PMS systems

Job description

Stayora Group Sdn Bhd is seeking an Operations Executive to oversee daily operations across our portfolio of short-stay accommodations, serviced apartments, and boutique hotels in Kuala Lumpur. You will focus on delivering exceptional guest experiences, maintaining quality standards, and supporting revenue growth through efficient processes.

The role requires leadership, coordination across housekeeping, maintenance, and front desk teams, and hands-on problem solving to keep properties running