Senior Executive, Customer Experience

Only World Group; George Town; On-site; MYR 72,000 - 144,000; Full time

Job summary

Tower Club Penang, operated by Only World Group, seeks a dedicated guest services lead to act as the polished point of contact for members and private guests across channels. You will ensure an elevated experience from arrival to departure on Level 67 and coordinate with F&B and operations to meet corporate and private event needs.

The role requires strong CRM skills, meticulous data handling, and a track record in managing complex bookings and memberships.

Qualifications

• Diploma or Bachelor's degree in Hospitality, Business, CRM, Tourism, Marketing or related field.
• Minimum 3–5 years in customer service, guest relations, membership administration or front desk.
• Experience with private clubs, luxury venues, premium wellness/spa or high-end co-working spaces preferred.
• Hands-on CRM experience; ability to manage data accuracy and segmentation.

Responsibilities

• Serve as main contact for high-net-worth members, executives and private guests across channels.
• Address inquiries, room adjustments and service recovery for a seamless experience.
• Manage end-to-end reservations for business facilities and lifestyle zones; provide confirmations and logs.

Skills

Customer service

Guest relations

Membership administration

Front office operations

CRM data analysis

Scheduling & logistics

Professional communication

Education

Diploma or Bachelor’s Degree in Hospitality/Business/CRM/Tourism/Marketing

Tools

CRM platforms

Database management

Job description

Serve as the primary, polished point of contact for high-net-worth members, corporate executives, and private guests across all channels (walk-ins, phone, email, WhatsApp, social media), delivering discrete, personalized service in alignment with Tower Club Penang’s luxury brand standards.

Swiftly address and resolve member inquiries, room adjustments, or service recovery situations, ensuring a seamless and elevated experience from arrival on Level 67 to departure.

Manage scheduling and reservations end-to-end for business facilities (Skyline Business Suites, Boardrooms, Meeting Rooms) and lifestyle zones (Skyline Lifestyle Lounge, Karaoke Suites, Wellness Studio, Tower Spa), issuing prompt confirmations and maintaining accurate usage logs.

Coordinate specific requirements with F&B and operations teams for corporate meetings, product launches, networking sessions, and private social events to guarantee smooth execution and high service standards.

Verify pre-payment details, ensure accurate billing, and manage booking documentation and financial records for all facility users and private functions.

Build, clean, and enrich the Club’s centralized database, accurately segmenting profiles across members, corporate clients, meeting room users, spa/wellness guests, and prospective leads.

Process membership applications, renewals, upgrades, suspensions, and resignations with strict accuracy, while executing personalized onboarding journeys for new members to introduce them to club privileges and facilities.

Track member usage patterns, event attendance, and purchasing behaviors to generate actionable weekly and monthly reports on booking performance, lead pipelines, demographic trends, and facility utilization for management.

Support sales and marketing teams by following up on corporate leads generated from facility usage or private event attendees to drive membership conversions and community growth.

Maintain organized digital and physical documentation for contracts, vendor procurement, and service agreements, while assisting the Assistant Manager – Operations with daily opening/closing procedures, compliance audits, and event logistics setup.

Job Requirements & Qualifications:

Diploma or Bachelor’s Degree in Hospitality Management, Business Administration, Customer Relationship Management (CRM), Tourism, Marketing, or a related discipline.

Minimum 3 to 5 years of proven experience in customer service, guest relations, membership administration, or front office operations. Experience in private clubs, luxury/boutique hotels, premium wellness/spa venues, or high-end co-working spaces is strongly preferred.

Hands-on experience operating CRM platforms and customer databases. Demonstrated ability to manage data accuracy, profile segmentation, customer tracking, and database growth to support member retention and conversion.

Proven track record in managing complex bookings, scheduling, and logistics across diverse facilities - including business suites, meeting rooms, wellness studios, spa services, and lifestyle lounges.

Exceptional verbal and written communication skills with a professional, well-groomed appearance. Must be capable of building strong relationships and interacting with high-net-worth members, corporate leaders, and key stakeholders.

Strong proficiency in analyzing facility utilization, booking performance, customer demographics, and enquiry trends. Ability to synthesize data into clear, actionable reports and metrics for management.

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History

In 1973, ONLY WORLD GROUP started out as an office equipment and related services provider under the name of World Equipment Sdn Bhd. Over the years, it grew to become a supplier of sophisticated theme park equipments and rides, earning the reputation as the region's top recreational equipment supplier and professional theme park consultant and builder. The OWG business now includes family restaurants, spas, amusement / theme parks and leisure attractions at popular resorts. Growing from strength to strength, the Group is bound to set new trends in the amusement and themeparks, food and beverages, attractions and leisure sectors in Malaysia and around the world.

Product & Services

Inspired by the strong and silent demeanour of the horse, Only World Group has emerged from its humble beginnings to becoming Malaysia’s leading amusement and recreation theme park developer. It has been working behind the scenes, silently, in bringing people together and creating fond memories until present. The wealth of the Group’s experience has gained them recognition as one of the region’s esteemed theme park consultant whose expertise include designing, building and managing operation of parks. Its prowess in this industry has proven with turnkey and contracted projects Resorts World Genting, Universal Studios Singapore, Mines Wonderland, Desa WaterPark and Sunway Lagoon. As the Group embraces the philosophy of “Fun, Food and Good Living”, it also make strides in operating and managing F&B and leisure related brands, found in popular resorts and shopping malls. The Group ventures into good living by providing outlets to relax the body and revitalise the mind namely spas and other related activities. As the future beholds, Only World Group will continue to run ahead in affirming our position of being Only the Best in what we do. With our experience, coupled with forward thinking leaders, we will implement the best business strategy and system in exploring new horizons to create more sparks that will excite the world in terms of “Fun, Food and Good Living”.

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