Guest Service Manager

Job Description

The Guest Service Manager leads front-office operations and ensures a welcoming, efficient experience for hotel guests. Typical requirements include a diploma or degree in hospitality or a related field, several years of hotel front-office or guest-relations experience, strong English communication skills, and confidence using property-management systems. Knowledge of additional languages and experience with Marriott standards are advantageous. The successful candidate is expected to supervise and coach associates, manage arrivals, departures, complaints and special requests, coordinate with housekeeping and other departments, monitor guest satisfaction, and maintain accurate operational and financial records. The role requires a polished appearance, problem-solving ability, flexibility for rotating shifts, weekends and public holidays, and a calm, service-focused approach.

Company Info

Sheraton Petaling Jaya Hotel is a full-service Marriott International property located in Petaling Jaya, Selangor, within the greater Kuala Lumpur area. The hotel serves business and leisure travellers with guest rooms, restaurants, meeting and event facilities, recreational amenities, and professional hospitality services. Sheraton is one of Marriott’s established global brands, known for creating social spaces where guests can work, relax and connect. Employees typically work within Marriott’s service standards and benefit from structured operating procedures, training opportunities and access to an international hospitality network. The property serves corporate clients, conferences, weddings, local visitors and international guests, making guest-service roles varied and customer-facing. Working here generally involves close cooperation between front office, housekeeping, food and beverage, engineering, sales and other hotel departments.

Destination Guide

Malaysia offers hospitality opportunities across Kuala Lumpur, Petaling Jaya, Penang, Langkawi, Sabah and Sarawak, with demand in hotels, resorts, restaurants, events and tourism services. The country combines Malay, Chinese, Indian and indigenous cultures, with generally warm, welcoming communities and excellent food. Urban living around Petaling Jaya provides shopping, public transport and international amenities, while island destinations offer a slower, outdoor-focused lifestyle. Costs are moderate compared with many international destinations, though Kuala Lumpur-area housing can be relatively expensive. Foreign employees normally need an employment pass sponsored and arranged by the hiring company before starting work; requirements depend on nationality, salary and role. Candidates should confirm visa eligibility, contract terms, medical coverage, accommodation and relocation support directly with the employer. English is widely used in hotels, while Malay and other languages are valuable advantages.