VIP Guest Experience Concierge

Shangri-La Group; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Job summary

Shangri-La Group in Kuala Lumpur is seeking a Guest Relations Executive to deliver personalized, seamless service to VIP guests from check-in to check-out, ensuring an exceptional experience.

You will proactively engage with guests, collect feedback, resolve issues promptly, monitor the lobby, coordinate preferences with departments, assist non-English speakers, and support loyalty programs with accurate records. Excellent English is required; additional languages are a plus.

Qualifications

• Minimum SPM or equivalent qualification; diploma in hospitality is an advantage.
• Prior experience in customer service or guest relations, preferably in a hotel environment.
• Fluent in spoken and written English; proficiency in additional languages is an asset.
• Well-groomed, articulate, and professional with a pleasant and approachable personality.
• Strong interpersonal and communication skills with the ability to engage with international guests.
• Able to work in a fast-paced environment and remain calm under pressure.
• Willing to work flexible shifts, including weekends and public holidays.
• Basic computer skills and familiarity with hotel operating systems is preferred.

Responsibilities

• Deliver personalized and seamless service to VIP guests, ensuring their experience is exceptional from check-in to check-out.
• Proactively engage with guests to build relationships, collect feedback, and resolve any service issues promptly.
• Monitor the lobby area to ensure it is presentable, welcoming, and efficiently managed at all times.
• Coordinate guest preferences and logistical requirements with relevant departments to enhance guest satisfaction.
• Assist foreign-speaking guests and provide translation or cultural support as needed.
• Provide up-to-date local recommendations, directions, and relevant information to guests.
• Support the hotel’s guest recognition and loyalty programs by maintaining accurate records and offering tailored service.
• Maintain knowledge of hotel events, VIP arrivals, room blocks, and function schedules to ensure preparedness.

Skills

Customer service

Guest relations

Multilingual communication

Interpersonal skills

Attention to detail

Education

SPM or equivalent

Diploma in hospitality (advantage)

Tools

Hotel operating systems

MS Office

Job description

Shangri-La Group in Kuala Lumpur is seeking a Guest Relations Executive to deliver personalized, seamless service to VIP guests from check-in to check-out, ensuring an exceptional experience.

You will proactively engage with guests, collect feedback, resolve issues promptly, monitor the lobby, coordinate preferences with departments, assist non-English speakers, and support loyalty programs with accurate records. Excellent English is required; additional languages are a plus.