Guest Service Manager

1 day ago

Kota Kinabalu, Sabah, Malaysia Advanced Prestige Sdn Bhd (Sutera Harbour Resort) Full time 40,000 - 70,000 per year

Guest Service Manager

The Magellan Sutera Resort, Sutera Harbour Resort

The Magellan Sutera Resort invites suitably qualified and experienced candidates to apply for the position of Guest Service Manager. We are seeking a dynamic hospitality professional with strong leadership capabilities, exceptional guest-relations expertise, and a proven background in managing front-of-house or guest service operations within a hotel or resort environment.


Requirements:
  • Minimum 3–5 years of hands-on experience in Front Office, Guest Services, or a related hospitality operational department.
  • Strong knowledge of front-of-house procedures, guest service standards, and operational best practices.
  • Demonstrated supervisory or leadership experience in managing guest-facing teams.
  • Excellent problem-solving skills with the ability to handle guest inquiries, complaints, and special requests professionally and efficiently.
  • Strong organisational and administrative skills, including staff scheduling, reporting, and service coordination.
  • Good communication and interpersonal skills, with the ability to work effectively in a fast-paced hospitality environment.
  • Chinese-speaking ability is an added advantage.

Key Responsibilities:
  • Oversee and ensure the smooth, efficient, and professional operation of the Guest Services/Front Office functions.
  • Uphold exceptional guest service standards, ensuring all guests receive timely assistance, personalised attention, and memorable experiences.
  • Handle guest feedback, service recovery, and special requests with tact, professionalism, and efficiency.
  • Monitor daily operations, lobby activities, and staff performance to ensure service consistency.
  • Lead, train, schedule, and supervise Guest Services associates to maintain high levels of productivity, grooming, and service quality.
  • Coordinate closely with Front Office, Housekeeping, Concierge, and other departments to ensure seamless guest experiences.
  • Ensure adherence to resort policies, hygiene practices, and operational excellence at all times.

Interested and qualified applicants are invited to submit their updated résumé to the Human Resources Department.

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