Global Digital Guest Experience Specialist

1 day ago

Kota Kinabalu, Sabah, Malaysia Lucky Land Resort Sdn. Bhd. Full time $60,000 - $120,000 per year

As the frontline digital ambassador for our resort, you will be the key to delivering flawless, 5-star service to our international clientele. This is not a traditional customer service role; it's an opportunity to proactively shape guest experiences, manage our online reputation, and personalize communication across cultures and digital platforms. We are looking for a sophisticated communicator with native-level English and professional Mandarin skills to engage our diverse, high-value guests from APAC, the UAE, and Western markets. If you have a proven track record in luxury hospitality and a passion for transforming digital interactions into exceptional guest loyalty, we invite you to apply.

Qualifications & Communication Mastery

  • English (Essential): Native or near-native fluency (written and spoken) is mandatory. Must possess the ability to craft sophisticated, impeccably professional, and culturally appropriate responses for Western markets (AU, UK, EU, etc.).
  • Mandarin (Essential): Professional working proficiency is highly valued, essential for effectively engaging the Chinese and Taiwanese markets.
  • Tone Mastery: Ability to seamlessly adjust communication style and tone (formal, empathetic, professional) to suit the guest's nationality, market expectations, and the specific platform being used.

Global Customer Service & Resolution

  • Proactive Experience Management: Demonstrated expertise in identifying potential pain points from pre-arrival communications and proactively mitigating issues before they impact the guest's stay.
  • Complex Resolution: Proven ability to manage multi-faceted travel issues (complex itineraries, multi-currency payment issues, flight disruptions for EU/AU travelers) with diplomatic skill and speed.
  • Global Payment Acumen: Experienced in handling international payment gateways, including credit card processing, digital wallets (Alipay/WeChat Pay), and regional banking standards.
  • Elite Service Recovery: A strong track record in transforming negative digital feedback (reviews/comments) into positive guest outcomes through rapid, genuine, and effective service recovery protocols.

Technical Command & Platform Management

  • OTA & GDS Proficiency: Advanced operational familiarity with all major global and regional OTAs , Expedia, Agoda, , Ctrip) for managing reservations and addressing guest queries.
  • Digital Reputation Management (DRM): Expertise is mandatory in managing, monitoring, and responding to reviews and comments across major global platforms: Google Reviews and TripAdvisor.
  • CRM Systems: High proficiency in enterprise-level CRM and Guest Communication Systems to log interactions, track guest preferences (across all markets), and facilitate seamless cross-departmental service delivery.

Professional Profile & Experience

  • Bachelor's Degree in Hospitality Management, International Business, Communications, or a related field.
  • Minimum 3 - 5 years in a high-volume, international customer service, digital engagement, or online reputation management role, preferably within a 5-star global hotel group or luxury travel operator.
  • Flexibility & Global Coverage: Unreserved willingness to work a flexible schedule, digitally, to provide timely service across multiple international time zones.
  • Proven capacity to manage simultaneous, high-volume inquiries (chat, email, review responses) while maintaining exceptional quality and accuracy.
  • Unwavering commitment to confidentiality, high-level attendance, and the resort's brand standards in all digital communications.
  • Benefit: Annual salary adjustment for selected and confirmed candidates.

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