Hospitality Hotel Management jobs in Malaysia

Company Description

Established in 2000 in Turkey, Rixos pioneers the ALL Inclusive, ALL Exclusive concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

Key Responsibilities

1. Guest Services Supervision
   1. Lead the Guest Relations team to provide outstanding service throughout the guest journey, from pre-arrival to departure.
   2. Greet VIP guests, handle special requests, and ensure personalized experiences.
   3. Monitor guest feedback and implement improvements to enhance guest satisfaction.
2. Complaint Handling
   1. Address and resolve guest complaints or issues efficiently, maintaining a professional and positive demeanor.
   2. Ensure follow-up actions are taken to exceed guest expectations and build loyalty.
3. Team Leadership and Training
   1. Supervise, mentor, and train the Guest Relations team to ensure consistent delivery of high-quality service.
   2. Conduct performance evaluations and recommend development plans for team members.
4. Operational Excellence
   1. Oversee daily operations of the Guest Relations desk, ensuring smooth and efficient workflows.
   2. Collaborate with other departments, including housekeeping, concierge, and F&B, to ensure seamless guest experiences.
   3. Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
5. VIP and Special Guest Management
   1. Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
   2. Ensure welcome amenities, room upgrades, and personalized touches are delivered as per resort standards.
6. Quality and Standards Compliance
   1. Ensure all guest service activities align with the resort's policies, brand standards, and luxury service expectations.
   2. Monitor and manage the implementation of guest recognition programs.
7. Reporting and Communication
   1. Prepare reports on guest feedback, service trends, and improvement initiatives for senior management.
   2. Act as a liaison between the Guest Relations team and management to address operational needs and strategic goals.

Qualifications

1. Education: Bachelors degree in Hospitality Management or a related field preferred.
2. Experience: Minimum 2-3 years in guest relations or a supervisory role in a luxury hotel/resort.
3. Skills:
1. Exceptional communication and interpersonal skills.
2. Strong problem-solving and conflict-resolution abilities.
3. Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
4. Multilingual abilities are an advantage.
4. Personality: Warm, approachable, detail-oriented, and customer-focused.