Guest Experience Manager

Iconic Marjorie Hotel, a Tribute Portfolio Hotel; Bayan Lepas; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading hospitality establishment in Penang is seeking a dedicated guest service manager to oversee the execution of guest stays from arrival to departure. The ideal candidate will manage complaints, coordinate special gifts for VIPs, and work to improve guest satisfaction. Excellent communication and planning skills, alongside experience in a 5-star hotel setting, are essential. This role offers an opportunity to enhance guest experiences and maintain high service standards.

Qualifications

• Experience in a 5-star hotel or customer service.
• Fluent in English; knowledge of another language is a plus.
• Strong ability to use standard software applications.

Responsibilities

• Oversee execution of guest stays and manage complaints.
• Coordinate creation of VIP gifts with F&B team.
• Monitor service trends and recommend improvements.

Skills

Attention to detail

Strong communication skills

Problem-solving

Planning and organizing

People-oriented demeanor

Job description

• Oversee the perfect execution of guests’ stays from pre-arrival to post-departure in terms of communication, guest preferences, arrival gifts and complaints management, coordinating resources with other departments;
• Handle all guests’ service issues, record them and follow up to resolve and to eliminate the source of them;
• Coordinate and take part in creation of VIP gifts together with F&B team; make sure all recognition programs are implemented and respected;
• Strive to continually improve guests and associates satisfaction ensuring quality and standards;
• Support all property operations, ensuring that the highest levels of hospitality and service are provided;
• Monitor and assess service and satisfaction trends, evaluate / address issues and make suggestions for improvements to the hotel management team.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

Criteria:

• International exposure in a 5* hotel or previous customer service experience;
• A gift for paying attention to the smallest details;
• Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations;
• Strong communication skills (verbal, listening, writing);
• A warm, people-oriented demeanor;
• Proficiency in English; knowing a second foreign language represents an advantage;
• Computer skills and ability to use standard software applications;
• Strong planning and organizing skills, able to drive results and high standard in operations;
• Strong problem-solving and effective decision making skills;
• Ability to acquire and maintain relationships e.g., employees, guests;
• Effective influence skills and good negotiation skills.

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