Guest Experience Manager

Wings by Croske Resort Langkawi; Kuah; On-site; MYR 100,000 - 150,000; Full time

Job summary

A premier resort in Langkawi is seeking a Guest Experience Manager to enhance guest satisfaction by managing experiences, overseeing nightly events, and leading tours. This role requires candidates to possess a degree in Hospitality Management and relevant experience in customer service. Excellent communication, strong organizational skills, and the ability to thrive in a dynamic environment are essential. The successful applicant will be responsible for ensuring high Customer Satisfaction scores and engaging with guests effectively.

Qualifications

• Previous experience in hospitality or customer service is required.
• Strong problem-solving skills to address guest concerns effectively.
• Familiarity with marketing principles is a plus.

Responsibilities

• Greet and assist guests upon arrival and departure.
• Oversee planning and execution of evening events.
• Lead single-day tours to enhance guest experiences.

Skills

Excellent communication skills

Organizational abilities

Interpersonal skills

Education

Bachelor's degree in Hospitality Management

Tools

Microsoft Office

Reservation systems

Job description

Wings by Croske Resort Langkawi – Kuah, Kedah

3mo ago , from Wings by Croske Resort Langkawi

As a Guest Experience Manager, you will play a pivotal role in supporting the Guest Experience Team, carefully selected by the Guest Experience Committee, under the supervision of the General Manager and EXCO Committee. Your responsibilities include implementing policies, procedures, resource allocation, training, and quality assurance across the property. This ensures the Guest Experience Team meets and exceeds departmental standards. You will also be tasked with organizing and managing resources within your department to ensure the seamless execution of nightly events, check-in and check-out processes, guest inquiries, and complaint handling, all aimed at maintaining high Customer Satisfaction scores across all hotel departments.

Responsibilities

• Reception: Greet and assist guests upon arrival and departure. Facilitate welcoming check-ins for guests. Deliver a welcome speech to each arriving guest on their check-in day. Assist guests in reaching their rooms and managing their luggage. Encourage guests to promptly join the Guest Experience Team in the bar for their welcome drink after arrival. Address and resolve guest inquiries and complaints, adhering to established complaint handling protocols. Provide support to the Customer Service department in addressing inquiries and concerns.
• Events: Oversee the planning, preparation, and execution of evening events in alignment with the Customer Experience Flow Chart. Collaborate with the Travel & Tours department to develop event content and disseminate information online. Support Food & Beverage promotions and consumption during events. Adhere to RSA training guidelines to ensure guest safety throughout their stay.
• Tours: Lead single-day Andaman tours to enhance the guest experience of branded tour products. Assist the Andaman Travel & Tours department in increasing Travel & Tour product sales.
• Local Community Projects: Execute and communicate Local Community Projects internally, benchmarking against international standards.
• Marketing: Manage the in-house promotion of nightly events, including poster and chalkboard displays, in line with brand standards. Support the Marketing department by providing requested content and information. Encourage guest engagement with the Hotel Mobile App. Oversee online communication channels with in-house guests.
• Post-Departure Care: Conduct personalized follow-up with all departing guests, soliciting feedback and online reviews.

Skills and Qualifications

• Bachelor's degree in Hospitality Management or a related field preferred.
• Previous experience in hospitality, customer service, or a related field is required.
• Excellent communication and interpersonal skills.
• Strong organizational and time management abilities.
• Ability to work effectively in a fast-paced environment.
• Proficiency in Microsoft Office suite and reservation systems.
• Knowledge of local attractions, events, and community resources.
• Experience in event planning and execution is preferred.
• Familiarity with marketing principles and strategies is a plus.
• Leadership skills with the ability to motivate and mentor team members.
• Strong problem-solving skills to effectively address guest concerns and resolve issues.
• Attention to detail to ensure accuracy in guest interactions and administrative tasks.
• Adaptability to changing priorities and situations in a dynamic hospitality environment.