Assistant Manager Guest Relations

7 hours ago

Bangsar South Kuala Lumpur, Malaysia KHK Land Full time 60,000 - 120,000 per year

RESPONSIBILITY :

  1. Provide outstanding customer service by addressing buyer inquiries and resolving issues promptly.
  2. Communicate effectively with buyer through various channels, including email, phone and live chat.
  3. Collaborate with internal teams to ensure timely and accurate delivery of services.
  4. Proactively identify and resolve issues to ensure buyer satisfaction.
  5. Analyse buyer feedback to identify areas for improvement and implement solutions.
  6. Ensure that no buyer request goes unresolved or is delayed with communication.
  7. Anticipate buyer needs and work proactively to resolve concerns.
  8. Ensure a seamless and pleasant experience for buyers during their journey.
  9. Prepare weekly reports on buyer requests, resolution status and department performance.
  10. Provide insights to management about recurring issues or areas for service improvement.
  11. Any other duties as assigned by the Superior or Management to you from time to time.

QUALIFICATION

  1. Bachelor's Degree in Hospitality Management, Business Administration, Communications or any related fields.
  2. A diploma in Customer Service or Hotel Management could also be acceptable with relevant experience.
  3. Any certifications in customer service excellence, communication or CRM Tools.

EXPERIENCE/SKILL REQUIRED

  1. At least 5 years of experience in guest relations, customer service, front office or CRM (preferably in real estate, luxury hospitality or high-end retail)
  2. Experience dealing with high-net-worth individuals (HNIs) or VVIP clients is a strong advantage.
  3. Experience in coordinating across departments to resolve client issues.

  4. Posses both core and soft skills such as :

  5. Proactively finding solutions and reassuring clients.

  6. Ensuring buyer requests are handle promptly.
  7. Clear, polite, professional (both verbal and written)
  8. Calm under pressure
  9. Work independently
  10. Strong Interpersonal Skills
  11. Service-minded and proactive attidude

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