Guest Relations Officer

Job Description

The Guest Relations Officer welcomes guests, manages requests and feedback, coordinates with hotel departments, supports check-in and check-out, and helps ensure a smooth, personalised stay. Candidates typically need a hospitality qualification or relevant hotel experience, strong English communication skills, a friendly and professional manner, and confidence using hotel systems. Knowledge of additional languages and experience with luxury or international hotels are advantageous. The role requires flexibility for shifts, weekends and public holidays, attention to detail, good problem-solving ability, and a genuine commitment to Shangri-La service standards. The successful candidate is expected to remain calm under pressure, protect guest confidentiality, and build positive relationships with guests and colleagues.

Company Info

Shangri-La is a leading luxury hospitality group founded in Hong Kong, operating hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. The group is recognised for its warm Asian hospitality, high service standards and distinctive properties, including city hotels and tropical resorts. Shangri-La employs people across guest services, food and beverage, housekeeping, culinary operations, finance, engineering and management. In Malaysia, its properties serve business and leisure travellers and typically offer structured training, staff benefits and opportunities for career progression within the wider group. Guest-facing employees are expected to deliver attentive, personalised service while representing the company’s values of respect, courtesy and genuine care.

Destination Guide

Malaysia offers hospitality opportunities in Kuala Lumpur, Penang, Langkawi, Kota Kinabalu and other resort destinations. Island roles can provide a relaxed coastal lifestyle, warm weather, outdoor activities and close-knit communities, although transport and housing may be more limited than in major cities. Malaysian culture is diverse, combining Malay, Chinese, Indian and indigenous traditions, with English commonly used in hotels. Popular leisure destinations include Langkawi, Penang, Redang, Perhentian and islands around Sabah. Foreign employees generally require an employment pass or other approved work permission, normally arranged and sponsored by the employer before starting work. Applicants should confirm salary, accommodation, meals, transport, medical coverage, service charge and contract terms. Relocation costs, visa processing and local living expenses should also be checked directly with Shangri-La before accepting an offer.