Luxury Lounge Concierge — Guest Experience Lead

Zohorecruit; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

Zohorecruit is seeking a highly professional Lounge Executive in Kuala Lumpur, Malaysia to deliver a refined, personalised guest experience in a luxury mall lounge. You will anticipate needs, maintain discretion and ensure a warm, welcoming atmosphere from arrival through departure.

The role emphasizes creating recognition, comfort and exclusivity, coordinating with retailers and teams, and delivering impeccable service across guest interactions.

Qualifications

• Diploma or Degree in Hospitality, Tourism, Customer Experience, Retail or a related field.
• Experience in luxury hospitality, premium retail, airline hospitality, concierge, club lounge or high-end customer service is an advantage.
• Strong interpersonal and communication skills.
• A polished, professional and well-groomed presence.
• Ability to communicate confidently with discerning and high-profile guests.
• Strong service instinct with the ability to anticipate needs rather than wait to be asked.
• High level of discretion, emotional maturity and professionalism.
• Resourceful, calm and composed when handling unexpected situations.
• Strong attention to detail and commitment to service excellence.
• Ability to work shifts, weekends and public holidays according to operational requirements.
• Proficiency in English and Bahasa Malaysia; additional languages will be an advantage.

Responsibilities

• Welcome and engage guests with warmth, confidence and professionalism.
• Recognise returning guests and personalise interactions whenever possible.
• Anticipate guest needs and provide thoughtful, proactive assistance.
• Create a comfortable, seamless and refined lounge experience throughout the guest journey.
• Ensure every guest feels genuinely acknowledged, valued and well cared for.
• Support the daily operation and presentation of the lounge.
• Ensure the lounge environment remains immaculate, inviting and ready to receive guests.
• Offer and serve refreshments according to established service standards.
• Maintain awareness of guest comfort, privacy and preferences throughout their visit.
• Coordinate closely with internal teams to ensure smooth and timely service delivery.
• Provide accurate information on the mall, including boutiques, dining, events and facilities.
• Assist guests with reservations, directions, transportation arrangements and other relevant requests.
• Recommend suitable experiences within the mall based on guests' needs and preferences.
• Handle special requests with resourcefulness, discretion and a strong sense of ownership.
• Listen attentively to guest concerns and respond with empathy and professionalism.
• Take ownership of guest issues and coordinate appropriate solutions promptly.
• Escalate sensitive or complex situations when necessary while maintaining guest confidence.
• Follow through to ensure matters are resolved satisfactorily.
• Build professional relationships with VIC guests through consistent and personalised interactions.
• Maintain appropriate guest preferences and service information in accordance with company guidelines.
• Work closely with retailers, concierge teams and relevant stakeholders to enhance the overall guest experience.
• Support mall's initiatives and events involving VIC guests.

Skills

Interpersonal skills

Education

Diploma or degree in Hospitality/Related field

Job description

Zohorecruit is seeking a highly professional Lounge Executive in Kuala Lumpur, Malaysia to deliver a refined, personalised guest experience in a luxury mall lounge. You will anticipate needs, maintain discretion and ensure a warm, welcoming atmosphere from arrival through departure.

The role emphasizes creating recognition, comfort and exclusivity, coordinating with retailers and teams, and delivering impeccable service across guest interactions.