Guest Experience Manager

1 week ago

Kuantan, Malaysia Tomtek Malaysia Sdn Bhd Full time

**JOB POSITION: GUEST EXPERIENCE MANAGER - CUSTOMER SERVICE**
**DEPARTMENT: FRONT OFFICE**
**LOCATION**:5 STAR HOTEL, KUANTAN**
**SALARY: RM5,000 - RM5,500**

**JOB DESCRIPTION**:
A Guest Experience Manager operates within the hospitality or entertainment sector, focusing on enhancing guest satisfaction. Responsibilities entail training staff in customer service and serving as a liaison for guest concerns. Collaboration with senior management on public relations initiatives may also be required. We are currently seeking a Guest Experience Manager to support event coordination and guarantee optimal guest experiences. Key duties involve addressing guest complaints, overseeing staff training in customer service, and potentially collaborating with the marketing team or senior management on promotional efforts.

**JOB RESPONSIBILITIES**:

- Deliver exceptional guest service throughout their stay, catering to their needs and preferences.
- Ensure guests receive a warm welcome upon arrival and oversee room preparation and allocation based on daily bookings.
- Manage luggage handling and facilitate smooth check-in and check-out processes, including handling reservations and payments.
- Respond promptly to guest requests, including room service, and address any concerns or complaints attentively.
- Provide personalized assistance to special guests, such as those with disabilities, elderly individuals, children, and VIPs.
- Facilitate effective communication between guests and staff, ensuring timely resolution of issues.
- Inform guests about hotel services and amenities, including dining options, and promote available conveniences and programs.
- Supervise the guest relations team, including Receptionists and Concierges, to ensure adherence to standards and procedures.
- Evaluate team performance and generate regular reports.
- Collaborate with Housekeeping and Restaurant Staff to ensure a comfortable guest experience.
- Delegate daily tasks, monitor progress, and provide feedback.
- Analyze customer feedback from various sources and propose strategies for improving guest satisfaction ratings.
- Offer recommendations for local attractions and dining options, building rapport with recurring guests.

**JOB REQUIREMENT**:

- Demonstrated professional background in roles such as Guest Relations Manager, Hotel Manager, or similar positions.
- Thorough comprehension of hotel management principles and pertinent regulations. Practical proficiency in Hotel Management software (PMS).
- Fluency in English; additional language skills are advantageous.
- Strong dedication to customer service, coupled with exceptional communication and attentive listening abilities.
- Proficient problem-solving aptitude and adeptness at handling multiple tasks simultaneously.
- Leadership qualities, including the capacity to inspire a team to achieve high levels of performance. Willingness to work flexible schedules.
- Demonstrated sense of accountability and a polished professional demeanor.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related discipline.

Pay: RM5,000.00 - RM5,500.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift
- Fixed shift

Supplemental pay types:

- Attendance bonus
- Performance bonus
- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Hotel: 2 years (preferred)
- Customer Service: 2 years (preferred)

  • Guest Experience Manager

    3 days ago

    Kuantan, Pahang, Malaysia AHA Full time 4,000 - 48,000 per year

    Key Responsibilities:Oversee daily guest services and ensure a smooth check-in/check-out experience.Handle guest inquiries, special requests, and resolve complaints professionally.Monitor guest satisfaction and implement initiatives to improve service quality.Coordinate with Front Office, Housekeeping, and F&B to ensure seamless operations.Supervise and...

  • Guest Experience Manager

    3 days ago

    Kuantan, Pahang, Malaysia Hyatt Regency Kuantan Resort Full time 40,000 - 60,000 per year

    You will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations.The Guest Experience Manager is responsible to assist the Front Office Manager in ensuring maximum guest satisfaction and guest experience in...

  • Guest Experience Manager

    1 week 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...

  • 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...

  • Guest Service Experience

    2 weeks ago

    Kuantan, Malaysia Hyatt Regency Kuantan Resort Full time

    **HYATT REGENCY KUANTAN RESORT** **Guest Service Experiences** **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...

  • Guest Experience Officer

    1 week ago

    Kuantan, Malaysia Palace Butcher Resources Sdn Bhd Full time

    Greet and welcome guests upon arrival, providing a warm and friendly reception. - Respond to guest inquiries, providing accurate information about facilities, services, and local attractions. - Handle check-in and check-out procedures efficiently, ensuring a smooth arrival and departure process. - Address and resolve guest concerns or issues promptly,...

  • Guest Ambassador

    3 days ago

    Kuantan, Malaysia Hyatt Regency Kuantan Resort Full time

    **HYATT REGENCY KUANTAN RESORT** **Guest Ambassador** **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...

  • Guest Ambassador

    1 week ago

    Kuantan, Malaysia Hyatt Regency Kuantan Resort Full time

    **HYATT REGENCY KUANTAN RESORT** **Guest Ambassador** **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...

  • Guest Service Agent

    2 days ago

    Kuantan, Malaysia RIMBUN DAHAN SDN. BHD. CO THE KASTURI RESORT Full time

    **JOB SUMMARY** 1.Responsible for initiating an outstanding guest experience by ensuring passionate, competent and efficient service is provided at all times through a high level of guest service. 2.As an initial contact person for hotel guests, the Hotel Ambassador presents hotel services and products in a positive, courteous and enthusiastic...

  • Guest Ambassador

    1 week ago

    Kuantan, Malaysia Tomtek Malaysia Sdn Bhd Full time

    **JOB POSITION: GUEST AMBASSADOR** **DEPARTMENT: FRONT OFFICE** **LOCATION**:5 STAR HOTEL, KUANTAN** **SALARY: RM1,500 - RM2,000** **FRESH GRAD ARE WELCOME TO APPLY** **JOB DESCRIPTION**: We seek Guest Ambassadors who are characterized by enthusiasm, optimism, and a respectful demeanor toward everyone. Collaborating with fellow Ambassadors, your aim will...