Job Description

Additional Information

Job Number

25189568

Job Category

Rooms & Guest Services Operations

Location

The St. Regis Kuala Lumpur, No 6 Jalan Stesen Sentral 2, Kuala Lumpur, Wilayah Persekutuan, Malaysia, 50470

Schedule

Full Time

Located Remotely?

N

Position Type

Management

JOB SUMMARY

Position is responsible for designing and delivering exceptional, personalized guest experience that reflects the brand values. The role focuses on creating memorable moments through bespoke itineraries, culture immersion, and exclusive access to local attractions, ensuring every guest feels valued and inspired.

CANDIDATE PROFILE

Education and Experience

High school diploma, GED or equivalent degree; 1 year experience in the guest services, front desk, or related professional area.

OR


2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Guest Engagement and Personalization

Anticipate guest needs and preferences through pre-arrival communication and profiling.

Design tailored experiences, including dining, wellness, culture and adventure activities.

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Maintain strong relationships with guests to ensure repeat visits and loyalty.

Interacts with guests to obtain feedback on product quality and service levels.

Experience Design

Curate unique, authentic experiences that showcase local culture and luxury standards.

Collaborate with internal teams (Food & Beverage, Spa, Concierge etc) and external partners (tour operators, artisans).

Ensure all experiences align with brand identity and exceed guest expectations.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process.

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Ensures compliance with all policies, standards and procedures.

Additional Responsibilities

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Analyzes information and evaluating results to choose the best solution and solve problems.

Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

Participates in departmental meetings and continually communicates a clear and consistent message to produce desired results.




At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.


Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International.

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