GUEST SERVICE MANAGER (FWH)

Genting Malaysia; Genting; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Front Office Duty Manager to join their dynamic team. This role offers the chance to oversee hotel operations, manage guest experiences, and implement effective policies in a vibrant hospitality environment. With a commitment to excellence and continuous improvement, you will be pivotal in shaping the guest experience and ensuring high standards of service. Join this exciting opportunity to grow your career in a leading tourism and entertainment hub, where your contributions will make a significant impact on the future of hospitality.

Qualifications

• 3 years’ experience as a Front Office Duty Manager or 6 years in hospitality with 2 years in the same role.
• Good knowledge of performance management and customer service.

Responsibilities

• Oversee hotel cleanliness, manage guest complaints, and ensure safety protocols.
• Maintain department cash float and enforce hotel policies.

Skills

Hospitality Management

Report Writing

Performance Management

Customer Service

Education

Bachelor Degree in Hospitality Management

Certificate/Diploma in Hospitality Management

Tools

Computer Software Applications

Job description

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts, and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.

With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. Under this plan, flagship projects include Skytropolis Indoor Theme Park, the outdoor theme park - Genting SkyWorlds - and the adjacent shopping complex - SkyAvenue, which houses some of the most prestigious lifestyle brands from around the world.

If you are searching for a dynamic career full of exciting growth opportunities, look no further and join us today!

Job Requirements:

• Bachelor Degree in Hospitality Management with 3 years’ experience as Front Office Duty Manager.
• Certificate/ Diploma in Hospitality Management minimum 6 years’ experience inclusive of 2 years’ experience as Front Office Duty Manager.
• Good working knowledge of computer software applications.
• Well versed in Front Office job functions.
• Able to write reports and make recommendations when required.
• Able to improve department’s and staff performance, managing company resources effectively, implementing Company policies and procedures effectively.
• Able to work independently, oversee the preventive maintenance program, and supervise safety program.

Job Responsibilities:

• Uphold the Room Division policies & procedure standard and control.
• Responsible to oversee the cleanliness of the hotel premises including the public toilets and ensure equipment are in good condition.
• To be well versed in Emergency Evacuation plan and training.
• Handle guest complaints, investigate complaints, take corrective measures, and provide immediate Service Recovery.
• Empowered with room upgrading/discount as per Finance policy for defect rooms and complaints.
• To check and follow through any skippers and bad debts.
• Maintain good rapport and teamwork in the department and amongst other supporting departments.
• Responsible and accountable for handling Hotel house master keys and cards, administration office keys, and safe box master key by maintaining a good record.
• Responsible for department cash float and conduct spot checks once a week.
• To enforce all daily cash Passover records are signed and in order.
• To report to Assistant Front Office Manager or Front Office Manager immediately for any dispute.
• Enforce, adhere, and maintain hotel policy and procedure.
• Provide suggestions and recommend improvements in work methods in the department.
• Responsible and accountable for department tasks and targets assigned by Front Office Manager.
• Responsible in department on Job Development, external training, and daily briefing by upgrading the workflow and procedure.
• Responsible to ensure the department operating costs are spent wisely to prevent wastage.

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!