Guest Relations Officer

Job Description

The Guest Relations Officer welcomes guests, manages enquiries, handles feedback and complaints, coordinates special requests, and helps create a smooth and memorable stay. Candidates should have hospitality or customer-service experience, strong communication skills, a pleasant and professional manner, and good knowledge of English; additional languages are an advantage. The role requires confidence, patience, attention to detail, cultural awareness, and the ability to work rotating shifts, weekends, and public holidays. Familiarity with hotel systems and previous experience in a luxury hotel environment would be beneficial. The successful candidate is expected to represent Shangri-La’s service standards, resolve issues promptly, protect guest privacy, and work cooperatively with other departments.

Company Info

Shangri-La is a leading luxury hospitality group founded in Hong Kong, with hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international destinations. The group is known for warm Asian hospitality, attentive personal service, and high-quality accommodation, dining, wellness, and meeting facilities. Shangri-La properties in Malaysia include city hotels and resort destinations, serving business travellers, families, leisure guests, and international visitors. Employees typically work in a multicultural environment with structured operational standards, guest-service training, and opportunities to build careers across the wider group. The company places strong emphasis on genuine care, professionalism, teamwork, and creating memorable guest experiences. Benefits and employment conditions vary by property and may include meals, uniforms, service charge, staff rates, medical coverage, and other hotel-specific provisions.

Destination Guide

Malaysia offers opportunities in hotels, resorts, restaurants, tourism, retail, marine activities, and customer service, especially on Langkawi, Penang, Tioman, Redang, and the Perhentian Islands. Langkawi has the broadest resort job market and good transport links, while Penang provides a more urban lifestyle with strong food, heritage, and tourism industries. Island life is generally relaxed and outdoors-focused, with beaches, diving, local markets, and a multicultural mix of Malay, Chinese, Indian, and indigenous traditions. Costs vary: accommodation and imported goods can be expensive on resort islands, while local food is usually affordable. Foreign employees normally require an employer-sponsored Employment Pass or appropriate work permit; working on a tourist visa is not permitted. Employers generally guide the application process. Candidates should confirm housing, transport, insurance, meals, service charge, contract terms, and seasonal conditions before relocating.