Guest Service Manager

2 months ago

Kuala Lumpur, Malaysia Marriott International, Inc Full time

**Additional Information** (Malaysian Only)

**Job Number** 23121133

**Job Category** Rooms & Guest Services Operations

**Location** Element Kuala Lumpur, Ilham Tower, 8 Jalan Binjai, Kuala Lumpur, Wilayah Persekutuan, Malaysia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Leading Guest Services Teams**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

**Maintaining Guest Services and Front Desk Goals**
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Strives to improve service performance.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.

**Implementing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
- Manages payroll administration.

**Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Supervises on-going training initiatives and conducts training when appropriate.
- Participates in the employee performance appraisal process, providing feedback as needed.

**Additional

  • Guest Service Manager

    3 weeks ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Additional Information** (Malaysian Only) **Job Number** 23142978 **Job Category** Rooms & Guest Services Operations **Location** Element Kuala Lumpur, Ilham Tower, 8 Jalan Binjai, Kuala Lumpur, Wilayah Persekutuan, Malaysia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Serves as the...

  • Guest Service Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Additional Information** (Malaysian Only) **Job Number** 24080192 **Job Category** Rooms & Guest Services Operations **Location** Element Kuala Lumpur, Ilham Tower, 8 Jalan Binjai, Kuala Lumpur, Wilayah Persekutuan, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB...

  • Guest Service Manager

    4 days ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Job Number** 23152347 **Job Category** Rooms & Guest Services Operations **Location** Element Kuala Lumpur, Ilham Tower, 8 Jalan Binjai, Kuala Lumpur, Wilayah Persekutuan, Malaysia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty and oversees all...

  • Guest Service Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Viking Cruises Liner (Ocean) Full time

    ONLY MALAYSIAN **Job requirements A required minimum of 23 years experience in a front office or reception management position. Shipboard experience is required. Fluent in English must be able to address any kind of information in an adequate manner with excellent oral and written English communication skills the ability to speak an additional language is...

  • Guest Service Officer

    2 weeks ago

    Kuala Lumpur, Malaysia SOMERSET AMPANG (M) SDN BHD Full time

    Provide friendly and courteous reception, mail and information, cashiering, guest relations and business center service at the Guest Service. Attends to guest needs and complaints effectively. Ensures smooth operations and maintaining the established code of standards, efficiency and professionalism set by Management. Provide Management with timely feedback...

  • Hotel Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Hyatt House Kuala Lumpur Full time

    Summary Come and join us in our journey as we care for people so they can be their best! We believe that being your best is about being your true self - engaged, fulfilled and ready to take on the world. Hyatt House Kuala Lumpur, Mont Kiara - will mark the first Hyatt House hotel in Malaysia and South East Asia. Located in Mont’ Kiara, an affluent suburb...

  • Hotel Manager

    1 day ago

    Kuala Lumpur, Malaysia Hyatt House Kuala Lumpur Full time

    Summary Come and join us in our journey as we care for people so they can be their best! We believe that being your best is about being your true self - engaged, fulfilled and ready to take on the world. Hyatt House Kuala Lumpur, Mont Kiara - will mark the first Hyatt House hotel in Malaysia and South East Asia. Located in Mont’ Kiara, an affluent suburb...

  • Guest Services Agent

    4 weeks ago

    Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

    **Position**: GUEST SERVICES AGENT (Full time #537346) **Property / Office**: Mandarin Oriental, Kuala Lumpur **Location**: Kuala Lumpur, Malaysia **Summary** The Guest Services Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. Responsible to meet and...

  • Guest Services Agent

    4 weeks ago

    Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

    **Position**: GUEST SERVICES AGENT (Full time #538664) **Property / Office**: Mandarin Oriental, Kuala Lumpur **Location**: Kuala Lumpur, Malaysia **Summary** The Guest Services Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. The Guest Services Agent...

  • Guest Services Agent

    4 weeks ago

    Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

    **Position**: GUEST SERVICES AGENT (Full time #539357) **Property / Office**: Mandarin Oriental, Kuala Lumpur **Location**: Kuala Lumpur, Malaysia **Summary** The Guest Services Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. The Guest Services Agent...

  • Guest Services Supervisor

    2 months ago

    Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

    **Position**: GUEST SERVICES SUPERVISOR (Full time #538665) **Property / Office**: Mandarin Oriental, Kuala Lumpur **Location**: Kuala Lumpur, Malaysia **Summary** The Guest Services Supervisor is responsible for the supervision of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements and maintains a service and...

  • Guest Services Supervisor

    2 months ago

    Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

    **Position**: GUEST SERVICES SUPERVISOR (Full time #539358) **Property / Office**: Mandarin Oriental, Kuala Lumpur **Location**: Kuala Lumpur, Malaysia **Summary** The Guest Services Supervisor is responsible for the supervision of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements and maintains a service and...

  • Guest Service Agent

    1 week ago

    Kuala Lumpur, Malaysia Regalwide Holdings Sdn Bhd Full time

    Position based at Travelodge Bukit Bintang BASIC FUNCTION: To uphold Travelodge Bukit Bintang standards and to be responsive to the instructions of the Front Office Manager/Duty Manager. The role of the Front Office Assistant will be to accommodate the requests and needs of all guests. The Front Office Assistant will be required to greet and check-in guests,...

  • Guest Service Agent

    2 months ago

    Kuala Lumpur, Malaysia Hilton Full time

    A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. **What will I be doing?**As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from...

  • Guest Service Agent

    3 weeks ago

    Kuala Lumpur, Malaysia Hilton Full time

    Guest Service Agent With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels &...

  • Guest Services Agent

    3 weeks ago

    Kuala Lumpur, Malaysia Hilton Full time

    Guest Services Agent With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels &...

  • Guest Service Supervisor

    3 weeks ago

    Kuala Lumpur, Malaysia Pan Pacific Hotels Group Full time

    **Malaysia*** **PARKROYAL COLLECTION Kuala Lumpur*** **Rooms*** **Job Grade**: Full Time PARKROYAL COLLECTION Kuala Lumpur puts you in the enviable heart of Kuala Lumpur’s Golden Triangle, where shopping, entertainment and commerce all come together. Step outside our doors and experience a variety of food, available around the clock. Choose from a...

  • Guest Services Agent

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

    Position: GUEST SERVICES AGENT (Full time #537346)Property / Office: Mandarin Oriental, Kuala LumpurLocation: Kuala Lumpur, MalaysiaSummaryThe Guest Services Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. Responsible to meet and greet guests at the Front...

  • Guest Service Agents

    3 days ago

    Kuala Lumpur, Malaysia Hilton Garden Inn Kuala Lumpur Jalan Tuanku Abdul Rahman North Full time

    DescriptionWith thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the...

  • Guest Service Agent

    4 days ago

    Kuala Lumpur, Malaysia OAKWOOD HOTEL & RESIDENCE KUALA LUMPUR Full time

    **Guest Interaction**: - Greet and assist guests during check-in and check-out. - Provide information about hotel services and local attractions. - **Reservation Management**: - Handle room reservations, modifications, and cancellations. - Ensure accurate record-keeping and billing information. - **Customer Service Excellence**: - Respond promptly to...