Senior Executive - Guest Xperience Centre

Resorts World Genting; Genting Highlands; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading multinational conglomerate in leisure and hospitality is seeking a Senior Executive for the Guest Xperience Centre in Genting Highlands, Malaysia. The role involves delivering exceptional guest experiences, overseeing daily operations, and leading a team to ensure service excellence. The ideal candidate will have a Bachelor's degree and a minimum of three years in guest services. If you are passionate about hospitality and desire to shape positive guest interactions, this opportunity awaits you.

Qualifications

• 3+ years of experience in guest services, customer experience, or hospitality.
• Strong proficiency in English; additional language skills are a plus.
• Experience in managing guest-facing operations with professionalism.

Responsibilities

• Lead and support operations of the Guest Xperience Centre.
• Provide personalized guest service and maintain a high engagement standard.
• Gather, analyze, and report guest feedback for improvement.
• Oversee daily operations and maintain a welcoming environment.
• Provide guidance and training to team members.

Skills

Exceptional communication skills

Guest-centric mindset

Leadership ability

Independent and collaborative working style

Professional presence

Education

Bachelor’s Degree in Hospitality Management, Business Administration, Communications, Tourism, or related field

Job description

Overview

Senior Executive – Guest Xperience Centre

Location: Resorts World Genting – Genting Highlands, Pahang

GentingMalaysia is a leading multinational conglomerate 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 decades of experience and milestones, Genting Malaysia celebrates its 60 Years Diamond Jubilee in 2025, stamping its mark as a leading tourism and entertainment hub with award-winning properties and world-class attractions such as Genting SkyWorlds Theme Park, Skytropolis Indoor Theme Park, Crockfords, and more. If you are seeking a dynamic career with exciting growth opportunities, join us today.

We are seeking a Senior Executive – Guest Xperience Ambassador, a proactive and polished individual who will play a key role in leading and supporting the operations of the Guest Xperience Centre at Resorts World Genting. This position is responsible for creating positive and memorable experiences for our guests and ensuring service excellence through leadership, training support, and operational oversight. As the first point of contact at the Centre, the Senior Executive will set the standard for service delivery and uphold our commitment to providing an exceptional guest journey.

Responsibilities

• Guest Relations Leadership: Warmly welcome guests, deliver personalized service, and set a high benchmark for guest engagement and satisfaction.
• Information and Advisory Services: Maintain expert-level knowledge of Resorts World Genting's attractions, events, and facilities to provide accurate, engaging, and up-to-date information.
• Guided Experiences: Lead and continuously refine guest tours and briefings, ensuring a high-quality, insightful, and memorable experience.
• Visitor Insights and Feedback: Proactively gather, analyze, and report guest feedback to drive continuous improvement initiatives within the Centre.
• Operational Support: Oversee daily Centre operations, support administrative activities (including guest registration and record management), and maintain a professional and welcoming environment.
• Team Collaboration and Mentoring: Work closely with other team members, providing guidance, on-the-job training, and support to uphold service standards and team effectiveness.

Key Skills and Attributes

• Exceptional communication skills: Ability to deliver complex information clearly, confidently, and with warmth.
• Guest-centric mindset: Committed to creating outstanding guest experiences with attention to detail.
• Leadership ability: Proven capability to take initiative, guide team members, and contribute to operational excellence.
• Independent and collaborative working style: Ability to work autonomously while thriving in a team environment.
• Professional presence: Poised, articulate, and able to represent the brand image of Resorts World Genting at all times.

Qualifications

• Bachelor’s Degree in Hospitality Management, Business Administration, Communications, Tourism, or a related field.
• Minimum 3 years of experience in guest services, customer experience, hospitality, or a related role, preferably in a senior or supervisory capacity.
• Strong proficiency in English (both written and spoken); proficiency in additional languages is an advantage.
• Proven ability to manage guest-facing operations with professionalism and attention to detail.
• Familiarity with guest feedback systems and service recovery processes is preferred.

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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