Guest Relations Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Mandarin Oriental Full time

GUEST RELATIONS MANAGER
Mandarin Oriental Kuala Lumpur is looking for a Guest Relations Manager to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall.

About The Job
Based at the Mandarin Oriental Kuala Lumpur / within the Rooms Department in Kuala Lumpur the Guest Relations Manager oversees all aspects of guest satisfaction, ensuring that every guest feels valued and well-cared for. They handle guest inquiries, complaints, and special requests while maintaining smooth communication between guests and departments. This position often serves as the face of the establishment, greeting VIP guests and fostering loyalty among returning customers. The Guest Relations Manager reports to the Front Office Manager.

As Guest Relations Manager, you will be responsible for the following duties:

  • Ensure guests receive a warm welcome and personalized service throughout their stay or visit.
  • Coordinate special arrangements for VIPs, repeat guests, and event attendees.
  • Liaise with all hotel departments (housekeeping, food & beverage, maintenance, reservations) to meet guest needs efficiently.
  • Lead and train the guest relations team to deliver exceptional customer service.

As Guest Relations Manager, We Expect From You

  • Strong interpersonal and communication skills, with the ability to resolve guest issues promptly and professionally
  • Professional appearance and demeanour
  • Experience in training and mentoring front office staff to uphold service standards and improve performance
  • Excellent organizational and multitasking abilities in high-pressure hospitality environments

Our commitment to you

  • Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
  • MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
  • Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
  • EPF (Employees Provident Fund) contributions (higher than the norm)
  • SOCSO (Social Security Organisation) & EIS (Employment Insurance System)
  • Public holiday entitlement based on Malaysian calendar
  • Exceptional rest area & colleagues engagement activities.

We're Fans. Are you?

  • Reservation and Guest Relations Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia MANA MANA SUITES SDN BHD Full time

    Position Overview:As the Reservation and Guest Relations Manager, you will be responsible for overseeing and managing both the centralised reservation system and guest relations department of our hotel. You will lead a team dedicated to providing exceptional customer service to guests while maximising room occupancy and optimizing revenue through strategic...

  • Guest Relations Supervisor25171742

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia DUTAMAS WARAS SDN. BHD. Full time 30,000 - 60,000 per year

    POSITION SUMMARYProcess all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust...

  • Guest Relations Officer

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shangri-La Hotels (Malaysia) Berhad Full time

    Shangri-La, Kuala LumpurBe part of our Shangri-La familyShangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore. Today, the group comprises over 102 deluxe hotels and resorts in key cities in Asia Pacific, North America, Europe and the Middle East.Based in Hong Kong, we are expanding globally with developments under way...

  • Guest Service Officer

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia THE DARK HORSE - KUALA LUMPUR Full time 24,000 - 36,000 per year

    Report directly to the Front Office Manager / Duty Manager on all matters relating to guest occupancy status, cashiering and guest information services.Interact with all guests on all matters relating to rooming, cashiering and guest information services.Ensure that all guest information is complete upon arrival, including name, address and method of...

  • Guest Experience

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Kaite Property Management Sdn Bhd Full time 36,000 - 48,000 per year

    Join us at KAITE Property Management, a wholly owned subsidiary of Berjaya and one of Kuala Lumpur's fastest-growing hospitality companies. We specialize in managing premium short-stay homes in the heart of the city, delivering exceptional comfort, seamless stays and memorable guest experiences.Key Responsibilities:1. PMS & Channel Manager OperationsManage...

  • Guest Service Asistant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia PULLMAN KUALA LUMPUR CITY CENTRE HOTEL & RESIDENCES Full time 15,000 - 30,000 per year

    Represents the hotel to the guest throughout all stages of the guest's stay. Determinate's a guest's reservation status and identifies how long the guest will stay. Assist the guests to complete registration cards and then assigns rooms, accommodating special requests whenever possible. Verifies the guest's method of payment and follows established...

  • Guest Service Agent

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Sofitel Kuala Lumpur Damansara Full time 20,000 - 60,000 per year

    Company DescriptionSofitel Kuala Lumpur Damansara offers 5-star luxury with exquisite comfort and breathtaking views. Featuring a blend of sleek contemporary design and classic French Riviera style, the hotel ensures an elegant and enjoyable stay. Located within 5 minutes of the MRT station and downtown Damansara, guests have easy access to national museums,...

  • Front Operation/Guest Relations/Butler

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Talent Recruit Full time

    Company BackgroundWe are representing our client a developer, owner and operator of integrated resort facilities in Asia and Europe. As they continue to expand, they are seeking for multiple positions (40 pax) to be based at one of their 5 Star Resort in Macau.List of Positions Available: Front Operations Attendant - Salary from MOP16,000 (~RM8,700)Guest...

  • Assistant Guest Services Center Manager

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Mandarin Oriental Full time

    Assistant Guest Services Center Manager – TelecommunicationsMandarin Oriental Mandarin Oriental Kuala Lumpur is looking for an Assistant Guest Services Centre Manager – Telecommunications to join our Front Office team.Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly?...

  • Guest Services Agent

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia The Ruma Hotel & Residences Full time

    Job Summary:The Guest Services Agent is responsible for providing exceptional service to guests from arrival to departure. This role includes handling check-ins and check-outs, responding to guest inquiries, managing reservations, and addressing guest concerns in a professional and courteous manner. The Guest Services Agent acts as the hotel's ambassador,...