Guest Experience Manager

1.0 Job Summary

1.1 Responsible for the smooth and efficient operation of the Front Desk counter and must have the system product of the Front Desk operations.

1.2 Act as a liaison officer between the guest and the Management. He/ She must have a general overall knowledge of the hotel and to be able to put into good use in the interest of the hotel.

2.0 Duties and Responsibilities

2.1 Management Representative.

2.2 To represent management in handling of room enquiries, compliments, complaints, etc.

2.3 Where all enquiries are handled immediately and to guest satisfaction.

2.4 Where complaints are handled tactfully and resolved to the satisfaction of the guest.

2.5 Represents the Management in handling guest complaints/requests, concerning services from all areas of operation and any final decision should be referred and confirmed by the department concerned.

2.6 All complaints and compliments are to be reported to the Front Office Manager.

2.7 Perform daily room assignment according to guest preference, arrival time etc.

2.8 Contact the Assistant Manager when VIP guest arrive that are to be escorted to their room.

2.9 Organize the delivery of guest mail and message as required.

2.10 Carry out nightly bucket check so that all records are in order for the following day.

2.11 Takes and processes reservations as and when the reservations department is busy.

2.12 To represent the Management in the handling of emergency situations.

2.13 Where all emergency procedures are known and practice regularly.

2.14 Ensure that all incoming calls are attended to promptly.

2.15 To ensure the smooth and efficient operation of the Front Desk.

2.16 Ensure that each guest is treated courteously and promptly.

3.0 Preferred Knowledge/Qualification/ Experience

3.1 At least 2 years of experience as Front Office Supervisor/Guest Experience Officer or in a similar role.

3.2 Knowledge of IFCA, OPERA would be an advantage.

Job Type: Full-time

Pay: RM2,400.00 - RM2,800.00 per month

Benefits:

• Free parking
• Health insurance
• Maternity leave
• Meal provided
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Afternoon shift
• Day shift
• Evening shift
• Night shift
• Weekend jobs

Supplemental Pay:

• Overtime pay

Ability to commute/relocate:

• Bukit Mertajam: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Front desk: 2 years (Required)
• Hospitality: 2 years (Required)

Language:

• English (Required)
• Mandarin (Required)