Guest Experience Manager

Hyatt Regency Kuantan Resort; Kuantan; On-site; MYR 89,000 - 134,000; Full time

Job summary

Hyatt Regency Kuantan Resort is seeking a Guest Experience Manager to support the Front Office leadership in delivering exceptional guest experiences and aligning with Hyatt's standards.

The role focuses on assisting with daily operations, conducting trainings, and ensuring staff are proficient in OPERA PMS, World Of Hyatt, and upselling programs to maximize guest satisfaction.

Qualifications

• University degree or diploma in Hospitality or Tourism is preferred.
• Experience as Assistant Manager – Concierge or Guest Service Manager in a larger operation is required.
• Strong problem-solving, organizational, and interpersonal skills are a must.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) is essential.

Responsibilities

• Assist Front Office Manager to ensure maximum guest satisfaction and adherence to hotel policies.
• Assist with day-to-day operations and conduct trainings for the Front Office team.
• Ensure online trainings are completed and staff are familiar with World Of Hyatt loyalty program and upselling programs.
• Perform frequent audits on team performance and guest experience.

Skills

OPERA PMS

Team leadership

Training delivery

Microsoft Office

Education

University Degree or Diploma in Hospitality or Tourism

Tools

OPERA PMS

Reserve

Job description

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 Assistant 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 teams 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 - External

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

• Minimum 2 years work experience as Asst. Manager – Concierge or Guest Service 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.