VIP Guest Experience Specialist

Shangri-La Group; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking energetic and multi-skilled individuals to join our team as guest relations professionals. You will deliver personalized and seamless service to VIP guests, ensuring an exceptional experience from check-in to check-out.

Based in the heart of Kuala Lumpur, you will engage with guests, gather feedback, and resolve issues promptly while coordinating with various departments to meet preferences and requirements.

Qualifications

• Fluent in spoken and written English; additional languages are an asset.
• Prior customer service or guest relations experience preferred in a hotel.
• Strong interpersonal and communication skills with international guests.
• Well-groomed, articulate and professional demeanor.
• Able to work in a fast-paced environment and remain calm under pressure.

Responsibilities

• Deliver personalized and seamless service to VIP guests from check-in to check-out.
• Proactively engage with guests to build relationships and collect feedback.
• Monitor the lobby area to ensure it is welcoming and well managed.
• Coordinate guest preferences and logistics with relevant departments.
• Assist foreign-speaking guests with translation or cultural support as needed.
• Provide up-to-date local recommendations and directions to guests.
• Support loyalty programs with accurate guest records and tailored service.
• Maintain knowledge of events, VIP arrivals, and function schedules.

Skills

English fluency

Additional languages

Interpersonal skills

Communication skills

Customer service

Professional appearance

Education

SPM or equivalent

Diploma in hospitality

Tools

Hotel operating systems

Job description

Shangri-La Kuala Lumpur is seeking energetic and multi-skilled individuals to join our team as guest relations professionals. You will deliver personalized and seamless service to VIP guests, ensuring an exceptional experience from check-in to check-out.

Based in the heart of Kuala Lumpur, you will engage with guests, gather feedback, and resolve issues promptly while coordinating with various departments to meet preferences and requirements.