Guest Services

3 months ago

Sepang, Malaysia Gamuda Land Sdn Bhd Full time

The Guest Services Crew is responsible for administering the Guest Services functions at Gamuda Cove including assisting all entry and exit turnstile, processing upgrades and delivering service recovery while ensuring the delivery of friendly service excellence at all times.
- You will be based at **GAMUDA COVE**.
- Address:42700, Persiaran Cove Sentral, Bandar Gamuda Cove, 42700, Selangor

**Job Specific Responsibilities**
- To comply with company standards at all times in order to drive and improve business excellence.
- To understand, follow and enforce all standard operating procedures to exceed the operational requirements and ensure Guests receive the highest standards of quality and service at all times.
- To help achieve department and company objectives, action plans and key performance indicators.
- To enforce and adhere to all Malaysian laws, Health, Safety & Environmental policies, industry and company rules and regulations, reporting and safety concerns or incidents to management in order to minimize risk and maintain a clean, safe and hygienic environment for all Guest, and GST crew members.
- To manage emergency situations that may arise in order to minimize possible damage, loss or injury to any Guests, and crew members or company property.
- To display a friendly, helpful and cheerful attitude while communicating effectively with our Guests and subordinates in order to support the company vision, core values and brand promise.
- To listen actively to our Guest feedback, request and concerns to act in an ethical, effective and timely manner to exceed their expectations
- To enforce attraction rules and provide crowd control in a friendly manner throughout the areas as necessary to ensure the Guest's safety and enjoyable experience.
- To maintain building, facilities, equipment and supplies in order to minimize damage, reduce waste and control costs.
- To actively seek and implement cost saving programs in order provide positive financial results
- Open and close the ticket counters according to trained SOP’s, ensure timely set up and execution of park closure procedure & Operate POS equipment according to procedure.
- Assisting all entry and exit turnstile at the entrance when needed.
- Handle Park wide Lost & Found Items and Lost Child Inquiry, follow up and documentation compilation.
- Conduct Park wide Guest Survey, listen to Guest feedback, compliments, record these and pass onto the relevant departments.
- Handle all verbal and written complaints and feedback from guests in accordance with the Guest Services Complaint Procedure, with the intention of achieving a positive outcome for both parties. Be empowered to resolve Guests issues.
- Process annual passes ensuring the agreement is completed in full and the guest is presented with their annual pass photographic identification card in a timely and efficient manner.
- Assist Guests with special needs in every way possible - advise, assess, assist and recommended best ways for them to enjoy the park and the attractions.
- Maintain ticketing counters and business units according to presentation standards.
- Prepare the operations in opening and closing following all SOPs in place for cash collection, distribution, and allocation for business units.
- Be familiar with all two-way codes and procedures, for efficient and effective communication with all Departments.
- Compile and complete all checklist in business unit and warrant accuracy of the completion of task.
- Ensure you have a thorough knowledge of the park, the park’s attractions and facilities, promotions, marketing and operational procedures. Read all issued memos at the beginning of each shift to keep abreast of relevant changes.
- Update Supervisor for all cleaning stocks and submit requisition if required.
- To accept and carry out any task requested and assigned by the Management.

**Job Type**: Permanent

**Salary**: RM1,800.00 - RM2,800.00 per month

**Benefits**:

- Cell phone reimbursement
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Overtime pay
- Performance bonus
- Yearly bonus

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