GUEST SERVICE MANAGER (FWH)

Genting Malaysia; Pahang; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a leading multinational conglomerate in the hospitality industry, where you can grow your career in a dynamic environment. This role as Front Office Duty Manager involves overseeing hotel operations, managing guest experiences, and implementing service improvements. With a focus on excellence, you'll be part of a team dedicated to transforming the guest experience at a premier tourism hub. This is a unique opportunity to shape the future of hospitality while enjoying exciting growth prospects and a supportive work culture.

Qualifications

• 3 years’ experience as Front Office Duty Manager or 6 years with a Diploma.
• Proficient in managing resources and improving staff performance.

Responsibilities

• Uphold policies and oversee cleanliness of hotel premises.
• Handle guest complaints and manage department operating costs.

Skills

Hospitality Management

Report Writing

Resource Management

Customer Service

Education

Bachelor's Degree in Hospitality Management

Certificate/Diploma in Hospitality Management

Tools

Computer Software Applications

Job description

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

With over 50 years of experience, Genting Malaysia is expanding and transforming Resorts World Genting into a premier tourism and entertainment hub through the Genting Integrated Resort Transformation Plan. Key projects include Skytropolis Indoor Theme Park, Genting SkyWorlds outdoor theme park, and SkyAvenue shopping complex, which features prestigious global brands and a state-of-the-art cable car system connecting SkyAvenue to Genting Highlands Premium Outlets, accommodating up to 3,600 passengers per hour per way.

If you seek a dynamic career with exciting growth opportunities, join us today!

Job Requirements:

• Bachelor's Degree in Hospitality Management with 3 years’ experience as Front Office Duty Manager.
• Certificate/Diploma in Hospitality Management with a minimum of 6 years’ experience, including 2 years as Front Office Duty Manager.
• Proficient in computer software applications.
• Well-versed in Front Office functions.
• Ability to write reports and make recommendations.
• Capability to improve department and staff performance, manage resources effectively, and implement company policies and procedures.
• Ability to work independently, oversee preventive maintenance, and supervise safety programs.

Job Responsibilities:

• Uphold Room Division policies and procedures.
• Oversee cleanliness of hotel premises, including public toilets, and ensure equipment is in good condition.
• Be well-versed in Emergency Evacuation plans and training.
• Handle guest complaints, investigate issues, take corrective actions, and provide Service Recovery.
• Authorize room upgrades and discounts per Finance policy for defect rooms and complaints.
• Follow up on skippers and bad debts.
• Maintain good rapport and teamwork within the department and other supporting departments.
• Manage hotel master keys, cards, and safe box keys responsibly, maintaining accurate records.
• Manage department cash float and conduct weekly spot checks.
• Ensure daily cash passover records are signed and accurate.
• Report disputes immediately to the Assistant Front Office Manager or Front Office Manager.
• Enforce hotel policies and procedures.
• Suggest and recommend improvements in work methods.
• Achieve department tasks and targets set by the Front Office Manager.
• Participate in job development, external training, and daily briefings to improve workflows and procedures.
• Manage department operating costs to prevent wastage.

Be part of an exciting journey—help shape the future with us. This is a golden opportunity to build a strong foundation for a great career within the company. Apply now!

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