Guest Service Manager

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full 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.

About the employer

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.