Guest Relations Coordinator

Job Summary

The Guest Relations Coordinator is responsible for providing warm, efficient, and professional service to ensure every guest enjoys a pleasant and memorable stay. This role supports front office operations, assists with guest enquiries, and helps maintain high service standards to enhance overall guest satisfaction.

Key Responsibilities

1. Guest Services

• Welcome guests upon arrival and assist with check-in and check-out when required.

• Respond to guest enquiries, requests, and complaints in a prompt and courteous manner.

• Ensure special requests (e.g., amenities, room arrangements, VIP setups) are fulfilled accurately.

• Conduct courtesy calls to ensure guest satisfaction.

2. Communication & Coordination

• Coordinate with Housekeeping, F&B, Engineering, and other departments to fulfil guest needs.

• Maintain accurate guest profiles, preferences, and feedback.

• Assist with preparation of daily reports and guest lists.

3. Front Office Support

• Support the Guest Relations team in day-to-day operations.

• Monitor lobby activities to ensure a welcoming and safe environment.

• Assist with reservations or administrative tasks when needed.

4. Guest Engagement

• Build positive relationships with guests to encourage repeat stays.

• Assist in handling VIP, long-stay, and special-occasion guests.

5. Administration

• Maintain proper documentation and records of guest interactions.

• Ensure compliance with hotel policies and grooming standards.

• Perform any additional duties assigned by supervisors or management.

Job Requirements

• Minimum SPM or Diploma 

• Fresh graduates are welcome to apply.

• Good communication skills in English and Bahasa Melayu (additional languages are a bonus).

• Pleasant personality with strong customer service skills.

• Able to work on shifts, weekends, and public holidays.

• Basic computer skills; knowledge of hotel PMS (Opera) is an advantage.