Guest Relations Officer

Job Description

The Guest Relations Officer welcomes guests, manages enquiries, coordinates special requests, handles feedback and supports smooth front-office operations. Candidates should usually have a diploma or certificate in hospitality, tourism or a related field, along with previous experience in guest service or hotel operations. Strong English communication is expected; knowledge of Malay, Mandarin or other languages may be advantageous. The role requires a warm, professional personality, good grooming, attention to detail, problem-solving ability and confidence when dealing with international guests. Flexibility to work rotating shifts, weekends and public holidays is essential. The successful candidate is expected to represent Shangri-La positively, anticipate guest needs and maintain consistently high service standards.

Company Info

Shangri-La Group is a leading luxury hospitality company headquartered in Hong Kong, operating hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international destinations. Its properties are known for attentive service, elegant surroundings and the Asian hospitality philosophy expressed through the Shangri-La brand. In Malaysia, the group operates established properties in destinations such as Kuala Lumpur, Penang and Kota Kinabalu, offering accommodation, dining, events, wellness and leisure facilities. Employees typically work in multicultural environments and may receive benefits such as meals, uniforms, training, staff rates and service charge, depending on the property and contract. Shangri-La places strong emphasis on guest satisfaction, professional development, teamwork and creating memorable experiences.

Destination Guide

Malaysia offers excellent hospitality opportunities on islands and coastal destinations including Penang, Langkawi, Pangkor and parts of Sabah. Jobs are available in hotels, resorts, restaurants, diving, wellness, events, front office and guest services, with stronger recruitment before peak holiday seasons. Island life is generally relaxed, warm and community-oriented, with diverse Malay, Chinese, Indian and Indigenous cultures, excellent food and easy access to beaches and nature. Living costs vary; staff accommodation may be provided by resorts, while transport can be limited on smaller islands. Foreign nationals normally need an employer-sponsored employment pass, and should not begin work on a tourist entry. Employers usually assist with permits, medical checks and relocation arrangements. Applicants should verify salary, housing, transport, service charge and contract terms before accepting an offer.