9 Shangri La Hotels jobs in Malaysia

• Ensure maximum guest satisfaction through personal recognition, a warm smile, and prompt, courteous attention from arrival to departure.
• Ensure IHG members consistently receive all benefits, and that repeat guests and other VIPs receive special recognition and services.
• Conduct room inspections for VIPs and liaise with the F&B team to ensure amenities are delivered correctly and on time before arrival.
• Perform check-ins and check-outs for VIP guests, and assist at the reception counter when required.
• Greet guests in a professional and friendly manner.
• Engage with guests in the lobby or at the porte-cochère.
• Provide in-room registration for VIP guests according to their designated level.
• Liaise with other departments and external contractors to ensure exceptional service delivery.
• Maintain an efficient repeat guest history system.
• Promote inter-hotel sales and in-house facilities.
• Perform various tasks, including but not limited to:
• Preparing IHG Rewards and regular guest welcome letters.
• Soliciting IHG Rewards applications.
• Attending to special guest requests.
• Handle guest complaints, referring to the Duty Manager as necessary, and follow up on corrective actions to ensure complete guest satisfaction.
• Schedule and attend regular IHG training sessions.
• Review arrival lists for all guests and VIPs to verify room allocations, amenities, and special requests.
• Prepare amenity requisitions one day in advance for the following day's arrivals.
• Review the number of stays for returning guests and provide a welcome gift based on their history.
• Ensure a sufficient stock of welcome gifts is maintained for regular guests.
• Prepare last-minute requisitions for unexpected VIP arrivals and coordinate the timely delivery of required items to the room.
• Maintain a presence in guest-related areas such as the hotel's lobby.
• Obtain guest feedback on their stay, recording it in the GRO logbook and Opera. Inform the Guest Relations Manager or Duty Manager for further action if necessary.
• Update all guest preferences in the Opera PMS profile database.
• Assist with Reception and Club Lounge operations as needed.
• Support the Hotel Experience Champion and Loyalty Pending Update (LPU) reports.
• Perform tasks as directed by the Manager in pursuit of business goals.
• Comply with hotel rules, regulations, and the provisions outlined in the Employee Handbook.
• Adhere to company grooming standards.
• Ensure high recognition of IHG Rewards and Ambassador Members to achieve optimal scores in Heartbeat and deliver excellent results.
• When in the lobby, greet every guest with a smile, providing a sincere sense of welcome and hospitality to all passing guests.
• Escort guests to their rooms in accordance with hotel policies and procedures.
• Perform daily courtesy calls for arriving, pre/post-stay, IHG Rewards, Ambassador Members, and returning guests, especially those who have made complaints, to offer special attention and follow-up.
• Ensure that all guest queries, special requests, and complaints are handled politely and efficiently, maintaining a consistently high level of customer service. Refer issues to the manager if unable to assist.
• Proactively inform other operational departments, such as Housekeeping, Engineering, and F&B, about arrival times, special requests, and VIP amenity set-ups
• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
• Assists in planning for future staffing needs.
• Assists in recruiting in line with company guidelines.
• Prepares and administers detailed induction program for new staff.
• Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
• Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs.
• Provides input for probation and formal performance appraisal discussions in line with company guidelines.
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.
• Regularly communicates with staff and maintains good relations.

What We Need From You

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration.
• 4 years of Front Office/Guest Service experience including management experience.
• Friendly and great knowledge about IHG brand and F&B outlet/ foods.
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.
• Basic calculation skills are used frequently.

#J-18808-Ljbffr

**Your Day To Day**
+ Ensure maximum guest satisfaction through personal recognition, a warm smile, and prompt, courteous attention from arrival to departure.
+ Ensure IHG members consistently receive all benefits, and that repeat guests and other VIPs receive special recognition and services.
+ Conduct room inspections for VIPs and liaise with the F&B team to ensure amenities are delivered correctly and on time before arrival.
+ Perform check-ins and check-outs for VIP guests, and assist at the reception counter when required.
+ Greet guests in a professional and friendly manner.
+ Engage with guests in the lobby or at the porte-cochère.
+ Conduct in-room check-ins for all limo arrival guests.
+ Provide in-room registration for VIP guests according to their designated level.
+ Liaise with other departments and external contractors to ensure exceptional service delivery.
+ Maintain an efficient repeat guest history system.
+ Promote inter-hotel sales and in-house facilities.
+ Perform various tasks, including but not limited to:
+ Preparing IHG Rewards and regular guest welcome letters.
+ Soliciting IHG Rewards applications.
+ Attending to special guest requests.
+ Handle guest complaints, referring to the Duty Manager as necessary, and follow up on corrective actions to ensure complete guest satisfaction.
+ Schedule and attend regular IHG training sessions.
+ Review arrival lists for all guests and VIPs to verify room allocations, amenities, and special requests.
+ Prepare amenity requisitions one day in advance for the following day's arrivals.
+ Review the number of stays for returning guests and provide a welcome gift based on their history.
+ Ensure a sufficient stock of welcome gifts is maintained for regular guests.
+ Prepare last-minute requisitions for unexpected VIP arrivals and coordinate the timely delivery of required items to the room.
+ Maintain a presence in guest-related areas such as the hotel's lobby.
+ Obtain guest feedback on their stay, recording it in the GRO logbook and Opera. Inform the Guest Relations Manager or Duty Manager for further action if necessary.
+ Update all guest preferences in the Opera PMS profile database.
+ Assist with Reception and Club Lounge operations as needed.
+ Support the Hotel Experience Champion and Loyalty Pending Update (LPU) reports.
+ Perform tasks as directed by the Manager in pursuit of business goals.
+ Comply with hotel rules, regulations, and the provisions outlined in the Employee Handbook.
+ Adhere to company grooming standards.
+ Ensure high recognition of IHG Rewards and Ambassador Members to achieve optimal scores in Heartbeat and deliver excellent results.
+ When in the lobby, greet every guest with a smile, providing a sincere sense of welcome and hospitality to all passing guests.
+ Escort guests to their rooms in accordance with hotel policies and procedures.
+ Perform daily courtesy calls for arriving, pre/post-stay, IHG Rewards, Ambassador Members, and returning guests, especially those who have made complaints, to offer special attention and follow-up.
+ Ensure that all guest queries, special requests, and complaints are handled politely and efficiently, maintaining a consistently high level of customer service. Refer issues to the manager if unable to assist.
+ Proactively inform other operational departments, such as Housekeeping, Engineering, and F&B, about arrival times, special requests, and VIP amenity set-ups
+ Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
+ Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
+ Assists in planning for future staffing needs.
+ Assists in recruiting in line with company guidelines.
+ Prepares and administers detailed induction program for new staff.
+ Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
+ Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs.
+ Provides input for probation and formal performance appraisal discussions in line with company guidelines.
+ Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.
+ Regularly communicates with staff and maintains good relations.
**What We Need From You**
+ Bachelor's degree / higher education qualification / equivalent in Hotel Management/Business Administration.
+ 4 years of Front Office/Guest Service experience including management experience.
+ Friendly and great knowledge about IHG brand and F&B outlet/ foods.
+ Having self-transportation is an advantage.
+ Communication skills are utilized a significant amount of time when interacting with clients and the guests.
+ Basic calculation skills are used frequently.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

**Additional Information** Position is available for Malaysian NRIC holders and permanent residents only.
**Job Number** 25126593
**Job Category** Rooms & Guest Services Operations
**Location** Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia, 10250VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 1 year 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**
**Managing Guest Services and Front Desk Operations**
- 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. Understanding employee positions well enough to perform duties in employees' absence.
**Maintaining Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Assists with energy conservation efforts by monitoring compliance during property tours.
**Supporting Projects and Policies Related to Guest Experience and Safety**
- Supports implementation of the customer recognition/service program, communicating and ensuring the process.
- Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Sends copy of MOD report to all departments on a daily basis.
- Ensures compliance with all policies, standards and procedures.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Understands and complies with loss prevention policies and procedures.
**Ensuring and Providing 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.
- 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.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to guests as requested.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Records guest issues in the guest response tracking system.
- Reviews comment cards and guest satisfaction results with employees.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Managing and 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.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
**Additional Responsibilities**
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
- 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.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Participates as needed in the investigation of employee and guest accidents.
- Performs Front Desk duties in high demand times.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated?Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. **Be** where you can do your best work,? **begin** your purpose, **belong** to an amazing global? team, and **become** the best version of you.

A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.
**What will I be doing?**
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
+ Meet, greet and direct Guests who enter the lobby area
+ Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
+ Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
+ Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
+ Manage, record and resolve promptly Guest or customer complaints
+ Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
+ Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
+ Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
+ Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
+ Maintain good communication and work relationships in all hotel areas
+ Maintain staffing levels to meet business demands
+ Attend all Reception meetings and Executive Lounge Meetings
+ Comply with hotel security, fire regulations and all health and safety legislation
+ Act in accordance with policies and procedures when working with front of house equipment and property management systems
+ Assist with other departments, as necessary
**What are we looking for?**
Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
+ Previous managerial experience in a customer service function
+ An ability to listen and respond to demanding Guest needs
+ Excellent leadership, interpersonal and communication skills
+ Accountable and resilient
+ Commitment to delivering a high level of customer service
+ Ability to work under pressure
+ Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
+ Previous experience in a customer service function or a similar role
+ A passion for delivering an exceptional level of Guest service
+ High level of IT proficiency
**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands ( . Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Guest Relations Manager_
**Location:** _null_
**Requisition ID:** _HOT0BT2O_
**EOE/AA/Disabled/Veterans**

Ensure maximum guest satisfaction through personal recognition, a warm smile, and prompt, courteous attention from arrival to departure. Ensure IHG members consistently receive all benefits, and that repeat guests and other VIPs receive special recognition and services. Conduct room inspections for VIPs and liaise with the F&B team to ensure amenities are delivered correctly and on time before arrival. Perform check-ins and check-outs for VIP guests, and assist at the reception counter when required. Greet guests in a professional and friendly manner. Engage with guests in the lobby or at the porte-cochère. Provide in-room registration for VIP guests according to their designated level. Liaise with other departments and external contractors to ensure exceptional service delivery. Maintain an efficient repeat guest history system. Promote inter-hotel sales and in-house facilities. Perform various tasks, including but not limited to: Preparing IHG Rewards and regular guest welcome letters. Soliciting IHG Rewards applications. Attending to special guest requests. Handle guest complaints, referring to the Duty Manager as necessary, and follow up on corrective actions to ensure complete guest satisfaction. Schedule and attend regular IHG training sessions. Review arrival lists for all guests and VIPs to verify room allocations, amenities, and special requests. Prepare amenity requisitions one day in advance for the following day's arrivals. Review the number of stays for returning guests and provide a welcome gift based on their history. Ensure a sufficient stock of welcome gifts is maintained for regular guests. Prepare last-minute requisitions for unexpected VIP arrivals and coordinate the timely delivery of required items to the room. Maintain a presence in guest-related areas such as the hotel's lobby. Obtain guest feedback on their stay, recording it in the GRO logbook and Opera. Inform the Guest Relations Manager or Duty Manager for further action if necessary. Update all guest preferences in the Opera PMS profile database. Assist with Reception and Club Lounge operations as needed. Support the Hotel Experience Champion and Loyalty Pending Update (LPU) reports. Perform tasks as directed by the Manager in pursuit of business goals. Comply with hotel rules, regulations, and the provisions outlined in the Employee Handbook. Adhere to company grooming standards. Ensure high recognition of IHG Rewards and Ambassador Members to achieve optimal scores in Heartbeat and deliver excellent results. When in the lobby, greet every guest with a smile, providing a sincere sense of welcome and hospitality to all passing guests. Escort guests to their rooms in accordance with hotel policies and procedures. Perform daily courtesy calls for arriving, pre/post-stay, IHG Rewards, Ambassador Members, and returning guests, especially those who have made complaints, to offer special attention and follow-up. Ensure that all guest queries, special requests, and complaints are handled politely and efficiently, maintaining a consistently high level of customer service. Refer issues to the manager if unable to assist. Proactively inform other operational departments, such as Housekeeping, Engineering, and F&B, about arrival times, special requests, and VIP amenity set-ups Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures. Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include: Assists in planning for future staffing needs. Assists in recruiting in line with company guidelines. Prepares and administers detailed induction program for new staff. Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation. Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs. Provides input for probation and formal performance appraisal discussions in line with company guidelines. Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance. Regularly communicates with staff and maintains good relations. What We Need From You Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration. 4 years of Front Office/Guest Service experience including management experience. Friendly and great knowledge about IHG brand and F&B outlet/ foods. Having self-transportation is an advantage. Communication skills are utilized a significant amount of time when interacting with clients and the guests. Basic calculation skills are used frequently.

#J-18808-Ljbffr

**Your Day To Day**
+ Ensure maximum guest satisfaction through personal recognition, a warm smile, and prompt, courteous attention from arrival to departure.
+ Ensure IHG members consistently receive all benefits, and that repeat guests and other VIPs receive special recognition and services.
+ Conduct room inspections for VIPs and liaise with the F&B team to ensure amenities are delivered correctly and on time before arrival.
+ Perform check-ins and check-outs for VIP guests, and assist at the reception counter when required.
+ Greet guests in a professional and friendly manner.
+ Engage with guests in the lobby or at the porte-cochère.
+ Conduct in-room check-ins for all limo arrival guests.
+ Provide in-room registration for VIP guests according to their designated level.
+ Liaise with other departments and external contractors to ensure exceptional service delivery.
+ Maintain an efficient repeat guest history system.
+ Promote inter-hotel sales and in-house facilities.
+ Perform various tasks, including but not limited to:
+ Preparing IHG Rewards and regular guest welcome letters.
+ Soliciting IHG Rewards applications.
+ Attending to special guest requests.
+ Handle guest complaints, referring to the Duty Manager as necessary, and follow up on corrective actions to ensure complete guest satisfaction.
+ Schedule and attend regular IHG training sessions.
+ Review arrival lists for all guests and VIPs to verify room allocations, amenities, and special requests.
+ Prepare amenity requisitions one day in advance for the following day's arrivals.
+ Review the number of stays for returning guests and provide a welcome gift based on their history.
+ Ensure a sufficient stock of welcome gifts is maintained for regular guests.
+ Prepare last-minute requisitions for unexpected VIP arrivals and coordinate the timely delivery of required items to the room.
+ Maintain a presence in guest-related areas such as the hotel's lobby.
+ Obtain guest feedback on their stay, recording it in the GRO logbook and Opera. Inform the Guest Relations Manager or Duty Manager for further action if necessary.
+ Update all guest preferences in the Opera PMS profile database.
+ Assist with Reception and Club Lounge operations as needed.
+ Support the Hotel Experience Champion and Loyalty Pending Update (LPU) reports.
+ Perform tasks as directed by the Manager in pursuit of business goals.
+ Comply with hotel rules, regulations, and the provisions outlined in the Employee Handbook.
+ Adhere to company grooming standards.
+ Ensure high recognition of IHG Rewards and Ambassador Members to achieve optimal scores in Heartbeat and deliver excellent results.
+ When in the lobby, greet every guest with a smile, providing a sincere sense of welcome and hospitality to all passing guests.
+ Escort guests to their rooms in accordance with hotel policies and procedures.
+ Perform daily courtesy calls for arriving, pre/post-stay, IHG Rewards, Ambassador Members, and returning guests, especially those who have made complaints, to offer special attention and follow-up.
+ Ensure that all guest queries, special requests, and complaints are handled politely and efficiently, maintaining a consistently high level of customer service. Refer issues to the manager if unable to assist.
+ Proactively inform other operational departments, such as Housekeeping, Engineering, and F&B, about arrival times, special requests, and VIP amenity set-ups
+ Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
+ Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
+ Assists in planning for future staffing needs.
+ Assists in recruiting in line with company guidelines.
+ Prepares and administers detailed induction program for new staff.
+ Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
+ Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs.
+ Provides input for probation and formal performance appraisal discussions in line with company guidelines.
+ Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.
+ Regularly communicates with staff and maintains good relations.
**What We Need From You**
+ Bachelor's degree / higher education qualification / equivalent in Hotel Management/Business Administration.
+ 4 years of Front Office/Guest Service experience including management experience.
+ Friendly and great knowledge about IHG brand and F&B outlet/ foods.
+ Having self-transportation is an advantage.
+ Communication skills are utilized a significant amount of time when interacting with clients and the guests.
+ Basic calculation skills are used frequently.
**How Do I Deliver This?**
**We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in all IHG** **®** **hotels.**
Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
+ **True Attitude:** being caring, wanting to make a positive difference, and building genuine connections with guests.
+ **True Confidence** : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
+ **True Listening** : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
+ **True Responsiveness** : is about providing guests with what they need, and doing so in a timely and caring manner.
There's so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Ensure maximum guest satisfaction through personal recognition, a warm smile, and prompt, courteous attention from arrival to departure. Ensure IHG members consistently receive all benefits, and that repeat guests and other VIPs receive special recognition and services. Conduct room inspections for VIPs and liaise with the F&B team to ensure amenities are delivered correctly and on time before arrival. Perform check-ins and check-outs for VIP guests, and assist at the reception counter when required. Greet guests in a professional and friendly manner. Engage with guests in the lobby or at the porte-cochère. Provide in-room registration for VIP guests according to their designated level. Liaise with other departments and external contractors to ensure exceptional service delivery. Maintain an efficient repeat guest history system. Promote inter-hotel sales and in-house facilities. Perform various tasks, including but not limited to: Preparing IHG Rewards and regular guest welcome letters. Soliciting IHG Rewards applications. Attending to special guest requests. Handle guest complaints, referring to the Duty Manager as necessary, and follow up on corrective actions to ensure complete guest satisfaction. Schedule and attend regular IHG training sessions. Review arrival lists for all guests and VIPs to verify room allocations, amenities, and special requests. Prepare amenity requisitions one day in advance for the following day's arrivals. Review the number of stays for returning guests and provide a welcome gift based on their history. Ensure a sufficient stock of welcome gifts is maintained for regular guests. Prepare last-minute requisitions for unexpected VIP arrivals and coordinate the timely delivery of required items to the room. Maintain a presence in guest-related areas such as the hotel's lobby. Obtain guest feedback on their stay, recording it in the GRO logbook and Opera. Inform the Guest Relations Manager or Duty Manager for further action if necessary. Update all guest preferences in the Opera PMS profile database. Assist with Reception and Club Lounge operations as needed. Support the Hotel Experience Champion and Loyalty Pending Update (LPU) reports. Perform tasks as directed by the Manager in pursuit of business goals. Comply with hotel rules, regulations, and the provisions outlined in the Employee Handbook. Adhere to company grooming standards. Ensure high recognition of IHG Rewards and Ambassador Members to achieve optimal scores in Heartbeat and deliver excellent results. When in the lobby, greet every guest with a smile, providing a sincere sense of welcome and hospitality to all passing guests. Escort guests to their rooms in accordance with hotel policies and procedures. Perform daily courtesy calls for arriving, pre/post-stay, IHG Rewards, Ambassador Members, and returning guests, especially those who have made complaints, to offer special attention and follow-up. Ensure that all guest queries, special requests, and complaints are handled politely and efficiently, maintaining a consistently high level of customer service. Refer issues to the manager if unable to assist. Proactively inform other operational departments, such as Housekeeping, Engineering, and F&B, about arrival times, special requests, and VIP amenity set-ups Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures. Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include: Assists in planning for future staffing needs. Assists in recruiting in line with company guidelines. Prepares and administers detailed induction program for new staff. Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation. Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs. Provides input for probation and formal performance appraisal discussions in line with company guidelines. Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance. Regularly communicates with staff and maintains good relations. What We Need From You Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration. 4 years of Front Office/Guest Service experience including management experience. Friendly and great knowledge about IHG brand and F&B outlet/ foods. Having self-transportation is an advantage. Communication skills are utilized a significant amount of time when interacting with clients and the guests. Basic calculation skills are used frequently. How Do I Deliver This? We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG

hotels. Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills. True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests. True Confidence : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay. True Listening : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs. True Responsiveness : is about providing guests with what they need, and doing so in a timely and caring manner. There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

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**Additional Information** Guest Relations Manager (Russian/Japanese/Arabic Speaker)
**Job Number** 25125571
**Job Category** Rooms & Guest Services Operations
**Location** The Ritz-Carlton Langkawi, PT 313 Jalan Pantai Kok, Langkawi, Kedah, Malaysia, 7000VIEW ON MAP ( Full Time
**Located Remotely?** 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 Responsibilities**
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Maintains high visibility in public areas during peak times.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Performs Front Desk duties in high demand times.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated?Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. ?We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.