JOB SUMMARY
The Guest Experience Manager ensures guests feel welcomed and cared for during their stay, with a focus on Mandarin-speaking guests to cater to our increasing tourist arrivals from China.
CANDIDATE PROFILE
1. The candidate must be able to speak in Mandarin, English and Bahasa Malaysia.
2. Education and Experience
- A minimum 2-years’ experience in guest experience management in the hospitality industry.
- A Degree / Diploma in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major from an accredited university.
JOB REQUIREMENTS
1. Provide excellent services that enhance customer satisfaction and loyalty.
2. Proactively familiarize with guest arrival list & communicate with guests to make them feel welcomed at the hotel.
3. Proactively anticipate guests needs and coordinating with relevant departments to ensure meeting & going beyond guests’ expectations.
4. Able to be a reference point for guests when there are enquiries about the hotel or anything related to their travel e.g. recommendation of places.
5. Responds promptly to guest requests and ensures employees understand customer service expectations.
6. Actively seek feedback from guests and continuously find ways to improve service quality.
7. Develops and implements action plans to boost guest satisfaction.
8. Handles guest complaints, resolves disputes, and negotiates conflicts.
9. Steps in during guest or employee situations as necessary to maintain guest satisfaction.
10. Familiar with Opera Cloud PMS & Micros Simphony POS systems to be able to assist with Front Desk or F&B duties during high-demand times.
Job Type: Full-time
Pay: RM4,000.00 - RM4,500.00 per month
Benefits:

• Flexible schedule
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift
• Weekend jobs

Supplemental Pay:

• Commission pay
• Overtime pay
• Performance bonus
• Tips
• Yearly bonus

Experience:

• hospitality industry.: 2 years (Preferred)

Language:

• Mandarin (Required)