Guest Experience Maestro

Moxy Putrajaya; Putrajaya; On-site; MYR 33,000 - 56,000; Full time

Job summary

MOXY Putrajaya is seeking a Guest Experience Expert (At Your Service) to be the voice of the hotel and a key driver of memorable guest experiences. You will act as central point of contact for guests, handling requests, resolving concerns, and coordinating with hotel departments to ensure a seamless stay across phone, email, chat, and mobile channels.

You will deliver warm, professional service, leveraging hotel technology and best practices to exceed guest expectations and foster loyalty.

Qualifications

• Experience in Front Office or Guest Services is advantageous.
• Strong communication skills and a professional telephone manner.
• Ability to multitask and stay organized in a fast-paced environment.

Responsibilities

• Answer and manage guest requests via phone, email, chat, and other channels.
• Operate the hotel switchboard and direct calls to departments.
• Process wake-up calls, relay messages, and handle guest communications.
• Log guest requests and service issues in hotel systems and coordinate follow-up.
• Liaise with Housekeeping, Engineering, Front Office, and other teams to fulfill requests.
• Follow up with guests to ensure needs are resolved and exceeded expectations.
• Provide information about hotel facilities, room features, local attractions, and services.
• Assist guests with internet connectivity and in-room entertainment.
• Deliver personalized service to enhance guest satisfaction and loyalty.

Skills

Guest services

Communication

Multitasking

Customer service

Problem solving

Tech systems

Hospitality knowledge

Tools

Hotel tech systems

Job description

MOXY Putrajaya is seeking a Guest Experience Expert (At Your Service) to be the voice of the hotel and a key driver of memorable guest experiences. You will act as central point of contact for guests, handling requests, resolving concerns, and coordinating with hotel departments to ensure a seamless stay across phone, email, chat, and mobile channels.

You will deliver warm, professional service, leveraging hotel technology and best practices to exceed guest expectations and foster loyalty.