Guest Experience Manager/Duty Manager

· To be aware of top corporate and VIP clients of the hotel, recognizing and welcoming them by name upon their return visit to the hotel.

· To ensure all guest opportunities are dealt with immediately. All complaints are to be handled efficiently and professionally with complete follow-up so that guest will return with a good impression.

· Communicate with all relevant department of the hotel where preparation or follow ups are needed.

· Ensures follow up of all guests’ comment via telephone, e-mail, ordinary mail etc.

· Keep inventory of all complaint/comments and ensure it is keyed into guests’ history.

· Responsible for all in-coming guests comments and ensure proper recording, tracking and filing.

· To support the General Manager, Director of Rooms, Front Office and Food & Beverage in following guest complaint details and liaising with the necessary heads.

· To be fully conversant of all hotel products and services and actively recommend to our guests.

· Have a thorough knowledge of all credit procedures and ensure that these procedures are followed.

· Ensuring full handover on a daily basis to team members as to activities taking place and logistics of the operation.

· Updates guests’ profile. In-charge of maintaining individual guest preferences, i.e. likes red wine, cigar, specific newspaper, water sport, type of pillow, etc.

· Perform room checks of VIP rooms to ensure guest preferences are met.

· Must know all Hotel products and services and actively recommend to our guests.

· To be fully conversant with Hotel room type and availability, assisting guests with reservation inquiries and bookings as may be required.

· To be fully conversant with Operations procedures to be used in the event of the Hotel’s computer systems being off-line.

· Review all guest arrivals and ensure that rooms are assigned according to the reservation and preferences.

· To be fully conversant with the Hotel Emergency and Evacuation procedures, ensuring all Front of House personnel are competently trained in such procedures and to conduct regular emergency procedure checks as required by your Manager

· Meeting and maximizing revenue through up-selling, developing new clients and ensuring current guests become regular guests.

· Maximizing sales & revenue whilst keeping cost at a budgeted level at all time.

· All challenged customers must be met upon departure by setting a trace upon check-out as a reminder to ensure customers are leaving here happy.

· Continuous coaching, counselling and discipline of team member following hotel guidelines with proper documentation when necessary.

Job Types: Full-time, Permanent

Pay: RM2,500.00 - RM3,900.00 per month

Benefits:

• Maternity leave
• Meal provided
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift