GUEST SERVICE MANAGER (FWH)

Resorts World Genting; Genting Highlands; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading tourism and entertainment hub located in Genting Highlands, Malaysia, is seeking a Front Office Duty Manager. This role involves managing front office operations, ensuring cleanliness, and handling guest complaints. The ideal candidate will have a degree in Hospitality Management and at least 3 years of experience in a similar role. This position offers a unique opportunity to contribute to a historic transformation in a dynamic environment.

Qualifications

• 3 years’ experience as Front Office Duty Manager.
• Minimum 6 years’ experience in hospitality, including 2 years as Front Office Duty Manager.
• Well versed in Front Office job functions.

Responsibilities

• Uphold Room Division policies & procedures.
• Oversee cleanliness of hotel premises.
• Handle guest complaints and provide immediate service recovery.

Skills

Good working knowledge of computer software applications

Ability to write reports

Ability to improve department performance

Education

Bachelor Degree in Hospitality Management

Certificate/Diploma in Hospitality Management

Job description

Resorts World Genting – Genting Highlands, Pahang

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.

With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. Under this plan, flagship projects include Skytropolis Indoor Theme Park, the outdoor theme park - Genting SkyWorlds - and the adjacent shopping complex - SkyAvenue, which houses some of the most prestigious lifestyle brands from around the world. The plaza also features a state-of-the-art cable car system, which connects SkyAvenue to the mid-hill Genting Highlands Premium Outlets, carrying up to 3,600 passengers per hour per way.

If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

Job Requirements:

• Bachelor Degree in Hospitality Management with 3 years’ experience as Front Office Duty Manager.
• Certificate/ Diploma in Hospitality Management minimum 6 years’ experience inclusive of 2 years’ experience as Front Office Duty Manager.
• Good working knowledge of computer software applications.
• Well versed in Front Office job functions.
• Able to write reports and make recommendation when required.
• Able toimprove department’s and staff performance,managing company resources effectively,implementing Company policies and procedures effectively.
• Able to work independently,to oversee the preventive maintenance program, supervise safety program.

Job Responsibilities

• Uphold the Room Division policies & procedure standard and control.
• Responsible to oversee the cleanliness of the hotel premises including the public toilets and ensure equipment are in good condition.
• To be well verse in Emergency Evacuation plan and training.
• Handle guest complaints, investigate complaints, takes corrective measure and provide immediate Service Recovery.
• Empowered with room upgrading/discount as per Finance policy for defect rooms and complaint.
• To check and follow through any skipper and bad debts.
• Maintain good rapport and teamwork in the department and amongst other supporting department.
• Responsible and accountable for handling Hotel house master keys and cards, administration office keys, safe box master key by maintain a good record.
• Responsible for department cash float and conduct spot check once a week.
• To enforce all daily cash Passover record are sign and in order.
• To report to Assistant Front Office Manager or Front Office Manager immediately for any dispute.
• Enforce, adhere and maintain hotel policy and procedure.
• Provide suggestion and recommend improving work method in the department.
• Responsible and accountable to department Task and Target assigned by Front Office Manager.
• Responsible in department on Job Development, external training and daily briefing by upgrading the workflow and procedure.
• Responsible to ensure the department operating cost are spend wisely to prevent wastage

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company.Apply now!

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