Job Description
About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Four Seasons Hotel and Residences is part of a 65-storey mixed-use tower that will include 242 Four Seasons Private Residences, 27 serviced apartments, a 209-key Four Seasons Hotel and a six- floor of 250,000 square foot luxury retail podium, collectively known as Four Seasons Place Kuala Lumpur. The Hotel introduces several unique dining outlets to the city, including a Cantonese restaurant, lobby and rooftop pool bars, and an all-day dining restaurant with sweeping views of the Petronas Twin Towers. The Hotel will also offer an executive lounge for business travelers, a serene spa, wellness-focused fitness centre and rooftop infinity pool offering panoramic views of Kuala Lumpur’s endless skyline. Lush landscaping around the rooftop pool and terrace will create an urban oasis, echoing the greenery of the KLCC Park below.Four Seasons Hotel Kuala Lumpur is looking for top talent to join the team.
About Four Seasons Hotel Kuala Lumpur
Four Seasons Hotel and Residences is located in the Golden Triangle neighborhood, Kuala Lumpur’s thriving business and financial district. The Hotel is part of a 65-storey mixed-use tower that will include 242 Four Seasons Private Residences, 27 serviced apartments, a 209-key Four Seasons Hotel and a six- floor of 250,000 square foot luxury retail podium, collectively known as Four Seasons Place Kuala Lumpur.
The latest addition to the city’s dramatic skyline and a vibrant hub for both business and leisure travelers, Four Seasons Hotel Kuala Lumpur will be conveniently located in close proximity to the city’s major attractions, including the Petronas Twin Towers and the Kuala Lumpur City Centre (KLCC). Often referred to as a “city within a city,” the KLCC will offer designer shopping, fine dining, and the best of the city’s electric nightlife. The Hotel will also overlook the KLCC Park and be directly connected to the esplanade, allowing guests to take full advantage of the Park’s 50 acres of green space, including lush gardens, fountains, waterfalls, a wading pool, and jogging track.
An exciting addition to Kuala Lumpur’s culinary scene, the Hotel will introduce several unique dining outlets to the city, including a Cantonese restaurant, lobby and rooftop pool bars, and an all-day dining restaurant with sweeping views of the Petronas Twin Towers.
The Hotel will also offer an executive lounge for business travelers, a serene spa, wellness-focused fitness centre and rooftop infinity pool offering panoramic views of Kuala Lumpur’s endless skyline. Lush landscaping around the rooftop pool and terrace will create an urban oasis, echoing the greenery of the KLCC Park below.
Four Seasons Hotel Kuala Lumpur will offer both international and regional travelers an urban complement to the existing Four Seasons Resort in Malaysia, the award-winning Four Seasons Resort Langkawi.
About Four Seasons
Founded in 1960, Four Seasons continues to define the future of luxury hospitality with extraordinary imagination, unwavering commitment to the highest standards of quality, and the most genuine and customized service. Currently operating 135 hotels and 59 private residences in major city centers and resort destination in the world, Four Seasons consistently ranks among the world’s best hotels and most prestigious brands in reader polls, traveler reviews and industry awards.
Assistant Guest Experience Manager
The Assistant Guest Experience Manager supports the Guest Experience Manager in delivering exceptional, personalized service that reflects Four Seasons' commitment to luxury hospitality. This role oversees daily guest relations operations, ensures seamless service recovery, and works closely with front office and other hotel departments to create memorable guest experiences. The ideal candidate is passionate about hospitality, demonstrates strong leadership, and consistently upholds the highest standards of service excellence.
What You Will Do:
Support the Guest Experience Manager in overseeing the daily operations of the Guest Experience team.
Deliver personalized and anticipatory service to ensure an exceptional guest experience throughout the guest journey.
Handle guest inquiries, requests, complaints, and service recovery promptly, professionally, and empathetically.
Monitor guest feedback from internal and external platforms, identify trends, and implement improvement initiatives.
Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, Spa, and other departments to ensure seamless guest experiences.
Welcome VIPs, returning guests, and special occasion guests, ensuring personalized recognition and attention.
Maintain accurate guest profiles and preferences to enhance future stays.
Coach, mentor, and support team members to achieve departmental service standards and performance goals.
Assist with scheduling, training, onboarding, and performance monitoring of Guest Experience staff.
Ensure compliance with hotel policies, brand standards, and health and safety procedures.
Prepare operational reports, track guest satisfaction metrics, and recommend continuous improvement initiatives.
Support departmental projects, events, and operational initiatives as assigned by hotel management.
What You Bring:
Bachelor's degree or diploma in Hospitality Management, Hotel Management, Tourism, or a related field.
Minimum 3–5 years of experience in luxury hotel operations, guest relations, or front office, with at least 1 year in a supervisory or leadership role.
Experience in luxury hospitality environment is highly desirable.
Excellent interpersonal, communication, and conflict resolution skills.
Demonstrated ability to lead, motivate, and develop a diverse team.
Strong problem-solving skills with the ability to make sound decisions under pressure.
Proficiency in hotel property management systems (e.g., Opera PMS) and Microsoft Office applications.
Strong organizational skills with exceptional attention todetail.
Passion for creating memorable guest experiences and maintaining the highest standards of luxury hospitality.
Flexibility to work rotating shifts, weekends, and public holidays as required by hotel operations.
Excellent reading, writing, and oral proficiency in English language.
Must be able to speak, read, and write Bahasa Malaysia.
Proficiency in other languages is an advantage.
Must have the right to work in Malaysia.
What We Offer:
Competitive salary, wages, and a comprehensive benefits package
Excellent training and development opportunities
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary dry cleaning for employee uniforms
Complimentary employee meals
Work Type: Full Time
Join Our Team
Join a team that is built on mutual respect, collaboration, creativity and a commitment to the highest quality of service. Four Seasons Hotel Kuala Lumpur provides guests with a haven of serenity and luxury in a bustling city. Four Seasons provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine’s 100 Best Companies to work for since 1998.
What to expect: You will……
Be a champion of the Golden Rule: Do unto others as you would have them do unto you
Be part of a cohesive team with opportunities to learn, grow and develop
Have the opportunity to engage in diverse and challenging work
Derive a sense of pride in work well done
Be recognized for excellence
Visa sponsorship is not available for the role. Due to strict work permit regulations, position is applicable to local candidates or candidates with Malaysian Permanent Resident status holder only. Only successful candidates will be contacted.