Guest Experience Manager

Hyatt Hotels Corporation; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hotel chain in Johor Bahru is seeking a Guest Experience Manager to enhance guest satisfaction and support the Front Office Manager. The role involves managing daily operations, training staff, and ensuring compliance with brand standards. Ideal candidates have a degree in Hospitality or Tourism and at least 2 years in a managerial position. Proficiency in OPERA PMS and Microsoft Office is essential. This position is limited to Malaysian Nationals due to local immigration regulations.

Qualifications

• Minimum 2 years in a managerial role such as Asst. Manager – Concierge or Guest Experience Manager.
• Strong knowledge of OPERA PMS required.
• Skilled in Microsoft Office (Word, Excel, Powerpoint).

Responsibilities

• Assist the Front Office Manager to ensure maximum guest satisfaction.
• Manage daily operations and training for the Front Office team.
• Conduct performance audits and ensure staff completes training.

Skills

Problem solving

Organizational skills

Interpersonal skills

Administrative skills

OPERA PMS knowledge

Microsoft Office Suite

Education

University Degree or Diploma in Hospitality or Tourism Management

Tools

OPERA PMS

Job description

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"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally."

You will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations.

The Guest Experience Manager is responsible to assist the Front Office Manager in ensuring maximum guest satisfaction and guest experience in accordance with the hotel policy and procedures.
To assist the Front Office Manager in managing the day-to-day operation and conducting trainings for the Front Office team. To ensure each member has completed his or her online trainings, is familiar with World of Hyatt the loyalty program, a proper upselling program is in place, check in and check out procedures are clear and takes frequent audits to see the team's performances, provides good knowledge of OPERA PMS and Reserve and ensures team provides maximum guest satisfaction. Able to train and develop the team with new ideas and methods.

Qualifications

Ideally with a University Degree or Diploma in Hospitality or Tourism /Tourism Management

Minimum 2 years work experience as Asst. Manager – Concierge or Guest Experience Manager or Team Leader in larger operation. Good working knowledge of OPERA PMS is a must. Other relevant programs wills be a plus.

Good problem solving, organizational and interpersonal skills are a must.
Strong administrative skills especially in Microsoft Office (Word, Excel, Powerpoint).
Due to strict regulation of Malaysian Immigration and Manpower Department, this position is open for Malaysian Nationals only.

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