Guest Experience Manager

2 weeks ago

Kuantan, Malaysia Hyatt Regency Kuantan Resort Full time

**HYATT REGENCY KUANTAN RESORT**
- Guest Experiences Manager_

**Customer Service**
- Provides excellent service to internal customers as appropriate.
- Assist in greeting and checking-in VIP and Long Stay guests.
- “Meets and greets regular, Long Stay and VIP guests as appropriate, ensuring the proper handling of all of their reservations, room assignments and check-in experience”.
- Serves as primary contact for all Gold Passport guests and assist Gold Passport members on all their enquiries and requests.
- Handles all guests and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Ensure employees who receive the complaints are empowered to provide alternatives to overcome problem situations.
- Ensure timeliness of handling complaint.
- Assist to implement consistent guest recognition programmes and maintains a relevant guest history database.
- Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
- Spends time in Lobby area and other public areas to deliver the brand promise.
- Maintains positive guest and colleague interactions with good working relationships.
- Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
- Co-ordinates VIP movements with relevant Departments as advised.

**Requirements**:

- Able to work rotation shift.
- Able to work on weekend and public holiday.
- Good command in English and Bahasa Malaysia

**Benefits**
- Night Allowance
- 2 Off Day Per Week
- Duty Meal ,Meal Provided
- Outpatient Medical
- Hotels Worldwide Staff Room Rate Discount

**Job Types**: Full-time, Permanent

Pay: From RM4,000.00 per month

**Benefits**:

- Maternity leave
- Meal provided

Work Location: In person

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