Senior Manager, Guest Experience

ERMS Berhad; Subang Jaya; On-site; MYR 180,000 - 260,000; Full time

Job summary

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land) invites an experienced Guest Experience Manager to lead the Guest Experience & Customer Service function and set service standards across communication channels.

You will develop guest experience strategies, coach teams, ensure timely enquiries handling, and oversee the end-to-end guest journey from inquiry to retention in a luxury hospitality setting.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• 8–10 years of guest services experience, with ≥3 years in management.
• Experience in luxury hospitality/airlines is preferred.
• Fluent in English and Bahasa Malaysia.
• Willingness to work shifts, weekends, and holidays.

Responsibilities

• Lead and manage the Guest Experience and Customer Service department.
• Develop and implement guest experience strategies aligned with business goals.
• Coach, train, and develop the guest services team.
• Handle enquiries via phone, email, WhatsApp, and social media.
• Oversee the guest journey from enquiry to retention.
• Monitor guest satisfaction and report on trends and recovery.

Skills

Guest experience

Leadership

Customer service

Communication

Team development

Training

Education

Bachelor’s degree in Hospitality Management

Job description

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land), is a one-of-a-kind integrated Hospitality, Health and Wellness destination anchored Traditional & Complementary Medicine aspiring to enrich people’s lives in every way. REN aims to provide a luxurious nurturing haven for all, from Business Travelers to Holiday Makers, Athletes and Families.

Job Responsibilities

Lead and manage the Guest Experience & Customer Service department to deliver service vision and standards.

Develop and implement guest experience strategies aligned with business objectives.

Build a strong guest-centric culture through effective leadership, coaching, training, and team development.

Ensure timely and professional handling of enquiries through phone, email, WhatsApp, social media, and other communication channels.

Oversee the complete guest journey from initial enquiry, reservation, arrival, welcome, treatment/stay experience, post-visit follow-up, and retention.

Ensure all guests receive an engaging introduction through property tours, brand storytelling, and clear communication of wellness offerings.

Oversee reservation processes and guest communications to ensure accuracy, efficiency, and smooth coordination.

Monitor guest satisfaction through surveys, reviews, feedback channels, and direct engagement.

Prepare and analyse guest experience reports covering satisfaction scores, feedback trends, service recovery, response time, conversion, and retention performance.

Job Requirement

Bachelor’s Degree in Hospitality Management, Hotel Management, Business Administration, Customer Experience, or related field.

Minimum 8–10 years of relevant experience, with at least 3 years in a managerial or department head role.

Exposure to luxury hospitality and airlines environments is highly preferred.

Fluent in English and Bahasa Malaysia; additional languages are an advantage.

Flexibility to work shift, weekends, holidays, and in outdoor environments as needed.

Proven experience leading cross-functional teams and driving service excellence.

Excellent interpersonal and communication skills.

Flexible and adaptable to work in a dynamic environment.

Strong leadership and team coordination abilities.

Your application will include the following questions:

• Which of the following types of qualifications do you have?
• What's your expected monthly basic salary?
• Which of the following languages are you fluent in?
• How many years' experience do you have in a Guest Liaison Role?