Luxury Guest Experience Specialist (On‑Site, 24/7)

TP; Iskandar Puteri; On-site; MYR 33,000 - 58,000; Full time

Job summary

You will be the first point of contact by phone, email and chat for guests of a landmark Singapore luxury hotel. Based on-site at G Tower, Kuala Lumpur, you'll manage reservations across hotel, dining, spa, entertainment and transport, dispatch in-room dining and service requests, and resolve guest needs with efficiency, professionalism and a genuine sense of luxury.

You'll represent a landmark Singapore luxury hotel with a global guest base that expects effortless, personal service, while

Qualifications

• SPM or higher; degree in Hotel or Business Administration preferred.
• Excellent verbal and written communication in Mandarin, with polished telephone and email etiquette.
• 2+ years in hospitality — hotel, airline or restaurant — guest-facing or call-centre role is an advantage (Fresh Graduates welcome).
• Comfortable with on-site, 24/7 rotational shift work.

Responsibilities

• Deliver personalised, above-and-beyond luxury service on every contact with guests.
• Answer enquiries by phone, email and chat, sharing current resort information.
• Manage hotel reservations for FIT, wholesale, group, government and royalty bookings, including changes and cancellations.
• Coordinate dining across multiple outlets, spa, transport and entertainment bookings.
• Dispatch service requests and in-room dining orders to the right team quickly.
• Resolve enquiries on first contact using sound judgment and empowerment tools.
• Follow emergency protocol precisely and uphold guest confidentiality at all times.

Skills

Mandarin communication

Phone/Email etiquette

Guest-facing service

Education

SPM or higher

Hotel or Business Administration degree

Job description

You will be the first point of contact by phone, email and chat for guests of a landmark Singapore luxury hotel. Based on-site at G Tower, Kuala Lumpur, you'll manage reservations across hotel, dining, spa, entertainment and transport, dispatch in-room dining and service requests, and resolve guest needs with efficiency, professionalism and a genuine sense of luxury.

You'll represent a landmark Singapore luxury hotel with a global guest base that expects effortless, personal service, while