Guest Experience Manager

1 week ago

Kuala Lumpur, Malaysia Shangri-La Hotels Full time

Traders cater to savvy, passionate travelers who appreciate smart functionality and getting things done. Guests enjoy a blend of thoughtful simplicity with the warmth of Asian hospitality. No matter the purpose of the trip - work, rest, or play, each Traders offers a thoughtfully designed environment enabling guests to be focused on what really matters.
Located at the heart of the Kuala Lumpur city center, Traders Hotel by Shangri-La is looking for a dynamic, and multi-skilled talent in delivering our Asian hospitality.
**As Guest Experience Manager, we rely on you**:
Develop strong connections with guests by understanding and catering to their preferences, anticipating their needs, and creating memorable experiences.
Oversee the collection and maintenance of guest preferences and actively contribute to the guest retention strategy.
Analyze guest feedback and design strategies to address concerns, resolve issues, and improve overall satisfaction.
Regularly review key guest satisfaction metrics with departmental managers and assist them in developing and implementing actionable plans to enhance the guest experience in their respective areas.
Generate a monthly glitch count report for all operational departments to identify patterns and areas for improvement.
Build and maintain effective relationships with regular hotel clients, ensuring consistent communication and swift resolution of any customer concerns.
Manage and coordinate communication between guests and staff, ensuring follow-ups are executed to guarantee guest issues are resolved effectively.

**Requirements**:
Degree/ Diploma in Tourism/ Hospitality/ Hotel Management.
Proficient in both oral and written English and Malay.
Familiarity with using hotel property Management Systems (PMS) OPERA will be an added advantage.
At least 2-3 years of experience in a Guest Experience role or in a similar guest services or front office management position.
Pleasant, effective social skills, and versatile.
Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered.

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