Reservations & Guest Experience Manager

Shangri-La Group; Kuala Lumpur; On-site; MYR 45,000 - 71,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking an energetic and multi-skilled professional to oversee the Restaurants Reservations Information Centre (RRIC) and coordinate reservations with F&B management and outlet teams. You will also monitor LG2Go operations and manage online order-taking to maximise bookings and guest satisfaction.

The role requires 2+ years in a similar luxury-hotel position, strong leadership, and excellent communication.

Qualifications

• 2 years' experience in a similar role within a five-star hotel.
• Diploma/Degree in Hospitality, Hotel Management, Food Service Management, Business Administration, or related field with 2 years of relevant experience.
• Knowledge of restaurant reservation systems, preferably TMS.

Responsibilities

• Oversee the day-to-day operations of the Restaurants Reservations Information Centre (RRIC).
• Coordinate closely with F&B Management and Outlet Managers to ensure accurate restaurant reservations and bookings.
• Monitor and support Lemon Garden 2Go (LG2Go) online food ordering and delivery operations.
• Manage restaurant reservations and online order-taking activities.
• Ensure compliance with hotel policies, procedures, regulations, and service standards.

Skills

Leadership

Communication

Multitasking

Customer service

English proficiency

Education

Diploma/Degree in Hospitality

Tools

TMS reservation systems

Microsoft Office

Job description

Shangri-La Kuala Lumpur is seeking an energetic and multi-skilled professional to oversee the Restaurants Reservations Information Centre (RRIC) and coordinate reservations with F&B management and outlet teams. You will also monitor LG2Go operations and manage online order-taking to maximise bookings and guest satisfaction.

The role requires 2+ years in a similar luxury-hotel position, strong leadership, and excellent communication.