Guest Service Executive

Guest Service Executive

What Will You Do?

You’ll be responsible for providing a naturally friendly, helpful, and responsive, level of service to all our guests from arrival to departure. We’re not really a strict job descriptions kind of place – we all roll our sleeves up and get stuck in wherever needed – but here's an idea of how we see the role;

• Achieve positive outcomes from Guest queries in a timely and efficient manner.
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required.
• Ensure that the Duty Manager/Executive Assistant Manager/Hotel Manager is kept fully aware of any relevant feedback from guests and, or, other departments.
• Demonstrate a high level of customer service at all times.
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts.
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Follow company brand standards.
• Assist other departments, as necessary.

Who Must You Be?

The ideal incumbent doesn’t need to come from the hospitality or service industry, it’s not about a skill set but it’s all about the kind of person you are. You are someone that is in the know, a tastemaker, someone knows where to go and what to do on every day and night of the week. You must be curious about what’s going on around you and must have a genuine love for interacting and inspiring people. And yes, you must be active on social media.

• You have previous experience in a customer-focused industry.
• You have a positive attitude and good communication skills.
• You are committed to delivering a high level of customer service.
• You execute – you get things done.
• You’re a natural host and can make guests and team members feel at home in our hotel.
• Service at heart is what you do - you're imaginative when it comes to creating experiences.
• Keen to take ownership of and pride in your work, a roll-up-your-sleeves attitude to seeing work through and delivering results
• You have an excellent grooming standard.
• You are calm, efficient, and organized with great attention to detail.
• You have the ability to multi-task while maintaining a positive attitude when working with Guest.
• You are able to carry yourself in a professional manner with an emphasis on hospitality and guest service.
• You are able work on your own and as part of a team.
• You are a social media savvy.
• You have exceptional communication skills with great command of English (verbal and writing).

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors.
• Had speech, drama or performance training.
• Have worked as stewardesses, promoters, hostesses.
• Have done volunteer work.
• Conflict resolution experience.

Benefits

• Clinic - Unlimited
• Hospitalisation - 75k including spouse and up to 5 children.
• OT + EPF + SOCSO
• Quarterly bonus

Job Type: Full-time

Pay: RM1,800.00 - RM2,000.00 per month

Benefits:

• Dental insurance
• Health insurance
• Meal provided
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Overtime pay
• Performance bonus