Executive Guest Experience Centre

Genting Malaysia Berhad; Genting Highlands; On-site; MYR 35,000 - 50,000; Full time

Job summary

A leading multinational conglomerate is seeking a Senior Executive – Guest Xperience Ambassador in Genting Highlands. This role focuses on creating exceptional guest experiences by leading operations at the Guest Xperience Centre. Candidates should have at least 3 years of experience in guest services, strong communication skills, and a Bachelor's degree in a relevant field. Join a dynamic team dedicated to continuous improvement and guest satisfaction in a vibrant hospitality environment.

Qualifications

• Minimum 3 years of experience in guest services or hospitality.
• Strong proficiency in English and other languages preferred.
• Familiarity with guest feedback systems is preferred.

Responsibilities

• Welcome guests and deliver personalized service.
• Provide accurate information about attractions and events.
• Lead and refine guest tours for a memorable experience.
• Gather and analyze guest feedback for improvement.
• Oversee daily operations and maintain a professional environment.
• Mentor team members and support service standards.

Skills

Exceptional communication skills

Guest-centric mindset

Leadership ability

Independent and collaborative working style

Professional presence

Education

Bachelor’s Degree in Hospitality Management or related field

Job description

Overview

We are seeking a Senior Executive – Guest Xperience Ambassador, a proactive and polished individual who will play a key role in leading and supporting the operations of the Guest Xperience Centre at Resorts World Genting.

This position is responsible for not only creating positive and memorable experiences for our guests but also ensuring service excellence through leadership, training support, and operational oversight. As the first point of contact at the Centre, the Senior Executive will set the standard for service delivery and uphold our commitment to providing an exceptional guest journey.

Responsibilities

• Guest Relations Leadership: Warmly welcome guests, deliver personalized service, and set a high benchmark for guest engagement and satisfaction.
• Information and Advisory Services: Maintain expert-level knowledge of Resorts World Genting's attractions, events, and facilities to provide accurate, engaging, and up-to-date information.
• Guided Experiences: Lead and continuously refine guest tours and briefings, ensuring a high-quality, insightful, and memorable experience.
• Visitor Insights and Feedback: Proactively gather, analyze, and report guest feedback to drive continuous improvement initiatives within the Centre.
• Operational Support: Oversee daily Centre operations, support administrative activities (including guest registration and record management), and maintain a professional and welcoming environment.
• Team Collaboration and Mentoring: Work closely with other team members, providing guidance, on-the-job training, and support to uphold service standards and team effectiveness.

Key Skills and Attributes

• Exceptional communication skills: Ability to deliver complex information clearly, confidently, and with warmth.
• Guest-centric mindset: Committed to creating outstanding guest experiences with attention to detail.
• Leadership ability: Proven capability to take initiative, guide team members, and contribute to operational excellence.
• Independent and collaborative working style: Ability to work autonomously while thriving in a team environment.
• Professional presence: Poised, articulate, and able to represent the brand image of Resorts World Genting at all times.

Qualifications Requirements

• Bachelor’s Degree in Hospitality Management, Business Administration, Communications, Tourism, or a related field.
• Minimum 3 years of experience in guest services, customer experience, hospitality, or a related role, preferably in a senior or supervisory capacity.
• Strong proficiency in English (both written and spoken); proficiency in additional languages is an advantage.
• Proven ability to manage guest-facing operations with professionalism and attention to detail.
• Familiarity with guest feedback systems and service recovery processes is preferred.

Genting Malaysia is a leading multinational conglomerate involved in leisure and hospitality, including 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. The Genting Integrated Resort Transformation Plan includes flagship projects such as Skytropolis Indoor Theme Park, Genting SkyWorlds, and SkyAvenue, with a state-of-the-art cable car system connecting SkyAvenue to Genting Highlands.

If you are searching for a dynamic career full of exciting growth opportunities, join us today!