The Sirēya Desaru Coast is looking for a Guest Relations Agent to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

The Sirēya is a rainforest retreat on Desaru Coast, where jungle meets the sea and Malaysian nature, culture, and connection come alive in a perfect balance of calmness and vibrancy. Experience the enduring legacy of award-winning Kerry Hill Architects, where the spirit of tropical modernism comes to life in The Sirēya Desaru Coast’s final design. Nestled between rainforest and sea, each suite and villa is a study in quiet luxury, thoughtfully framed by nature and attuned to the rhythm of the land.

About the job

The Guest Relations Agent is responsible for delivering exceptional service to guests from arrival to departure. This role ensures guests feel welcomed, attended to, and satisfied with their experience by handling inquiries, resolving complaints, and providing personalized assistance throughout their stay.

As Guest Relations Agent, you will be responsible for the following duties:

• Greet and welcome guests warmly upon arrival, and assist with check-in/check-out procedures.
• Provide information about hotel facilities, services, and local attractions.
• Respond promptly to guest inquiries, requests, and complaints in a professional and courteous manner.
• Coordinate with housekeeping, room service, concierge, and other departments to fulfil guest needs.
• Maintain updated guest profiles and preferences in the system.
• Follow up on VIP guests, special requests, or complaints to ensure satisfaction.
• Assist with special arrangements such as birthdays, anniversaries, and room upgrades.
• Ensure the lobby and guest contact areas are always clean, welcoming, and professionally presented.
• Record and relay guest feedback to management for continuous improvement.
• Support the front office team with daily operations as needed.

As Guest Relations Agent, we expect from you: 

• Excellent communication and interpersonal skills.
• Fluent in English; additional languages are a plus.
• Pleasant, well-groomed, and professional appearance.
• Customer-focused with a friendly and approachable personality.
• Basic knowledge in electrical, plumbing, and mechanical systems.
• At least 1 year of experience in front office or guest services.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

We’re Fans. Are you?