Deskripsi Pekerjaan
Join Iconic Hotel as a Guest Experience Manager and become the heart of our hospitality excellence! In this pivotal role, you'll serve as the management representative for all guest interactions, ensuring unforgettable stays through personalized service and proactive problem-solving. You'll lead our guest service ambassadors, mentor staff to exceed expectations, and implement innovative experience strategies that elevate our brand reputation. This position requires a passion for creating magical moments while maintaining operational excellence across all touchpoints. If you thrive in dynamic hospitality environments and possess the leadership skills to transform guest satisfaction into loyalty, we invite you to shape the future of our guest-centric culture at Iconic Hotel.
Tanggung Jawab
- Oversee all guest service operations and ambassador team leadership
- Act as primary management representative for guest relations and conflict resolution
- Develop and implement guest experience enhancement initiatives
- Train staff on service excellence protocols and brand standards
- Monitor guest satisfaction metrics and implement improvement strategies
- Coordinate with departments (housekeeping, F&B, maintenance) to resolve guest issues
- Conduct regular staff coaching sessions and performance reviews
- Collaborate on hotel-wide service innovation projects
Kualifikasi
- Minimum 3 years in hospitality leadership or guest relations management
- Proven track record in team mentoring and staff development
- Exceptional conflict resolution and crisis management abilities
- Strong knowledge of hotel operations and industry best practices
- Proficiency in property management systems and reservation platforms
- Excellent communication skills in English and Bahasa Malaysia
- Flexible availability including evenings, weekends, and holidays
- Relevant hospitality certification or degree preferred