Guest Relations Officer

Job Description

The Guest Relations Officer welcomes guests, manages enquiries, coordinates special requests, handles feedback and complaints, and helps ensure a smooth, personalised stay. Candidates typically need a diploma or relevant hospitality experience, strong spoken and written English, professional grooming, and excellent communication and problem-solving skills. Knowledge of additional languages, hotel systems, and local attractions is advantageous. The role requires flexibility for shifts, weekends and public holidays, along with a calm, courteous and service-focused attitude. The successful candidate is expected to represent Shangri-La professionally, work closely with front-office and operational teams, maintain accurate records, and consistently exceed guest expectations.

Company Info

Shangri-La Hotels and Resorts is a luxury hospitality group founded in Hong Kong, operating hotels, resorts and residences across Asia, the Middle East, Europe, North America and other destinations. The brand is known for warm Asian hospitality, personalised service and high-quality accommodation, dining, wellness and event facilities. Shangri-La properties in Malaysia serve business and leisure travellers and typically provide structured operating standards, employee training and opportunities for career development. Guest-facing employees are expected to deliver attentive, polished service while working effectively with colleagues from different departments and cultures. Depending on the property, employees may receive benefits such as staff meals, uniforms, service charge, accommodation support or discounted stays, although these vary by location and contract.

Destination Guide

Malaysia offers hospitality opportunities in Kuala Lumpur, Penang, Langkawi, Kota Kinabalu and other resort destinations. Langkawi is ideal for beach resorts and outdoor living, while Penang combines heritage, food culture and urban convenience. Malaysian workplaces are multicultural, and English is widely used in hotels; Malay and additional Asian languages are valuable. Lifestyle costs vary, with resort islands often having fewer services and higher prices than major cities. Employees should expect tropical weather, a relaxed social atmosphere and transport limitations outside urban areas. Foreign nationals normally need an employer-sponsored Employment Pass or other appropriate work authorisation before starting employment; the employer generally handles the application, subject to Malaysian approval. Candidates should confirm salary, accommodation, transport, medical coverage, service charge and visa terms directly with Shangri-La before relocating.