Senior Executive, Customer Experience

Only World Group; Penang; On-site; MYR 60,000 - 90,000; Full time

Job summary

Only World Group in Penang seeks a polished hospitality professional to act as the primary contact for high-net-worth members and executives across walk-ins, phone, email, and digital channels. You will manage end-to-end bookings for skyline facilities and lifestyle spaces, coordinate with F&B and operations for corporate events, and maintain accurate member data and reporting.

The role requires a Diploma/Bachelor’s in Hospitality Management or related field and 3–5 years’ relevant experience,

Qualifications

• Diploma or Bachelor’s degree in Hospitality Management, Business Administration, CRM, Tourism, Marketing, or related discipline.
• Minimum 3 to 5 years of proven experience in customer service, guest relations, membership administration, or front office operations.
• Hands-on experience operating CRM platforms and customer databases; ability to manage data accuracy and segmentation.
• Proven track record in managing complex bookings, scheduling, and logistics across facilities (business suites, meeting rooms, wellness studios, spa services, lifestyle lounges).
• Excellent verbal and written communication; professional appearance; ability to interact with high-net-worth members and stakeholders.

Responsibilities

• Serve as the primary contact for high-net-worth members, executives, and private guests across channels.
• Address and resolve inquiries, room adjustments, or service recovery to ensure an elevated experience from arrival to departure.
• Manage end-to-end scheduling and reservations for business facilities and lifestyle zones; issue prompt confirmations and maintain logs.
• Coordinate with F&B and operations for corporate events, meetings, product launches, and private social events.
• Verify pre-payment details, manage billing and booking documentation.

Skills

Customer service

CRM platforms

Data analysis

Communication skills

Relationship building

Hospitality management

Education

Diploma/Bachelor's in Hospitality Management

Tools

CRM software

Booking systems

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.

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”.

Why Join Us

If you crave new challenges that will keep your enthusiasm at its peak. If you have the mind to inspire others and be inspired, and if you simply enjoy a career that stimulates your excitement, you have come to the right place. ONLY WORLD GROUP owns and operates Malaysia’s largest water theme park chain, F&B outlets, various family entertainment attractions and theme park development. We have built an empire of companies that operates in line with our core values – Fun, Food and Good Living. In line with our RAPID expansion, we invite dynamic and ambitious individuals to join us IMMEDIATELY !