Guest Experience Manager - 5 star Hotel

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.

Job Type: Full-time

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)