Deskripsi Pekerjaan
Are you ready to elevate your career in the heart of Penang's vibrant hospitality scene? Tribute Portfolio, a distinctive collection of independent hotels within the prestigious Marriott International family, is seeking a passionate and dedicated Guest Experience Officer to join our premier hotel in Bayan Lepas.
Tribute Portfolio hotels are known for their unique character, independent spirit, and genuine hospitality. As a Guest Experience Officer, you will be the architect of our guests' journeys, crafting authentic and personalized experiences that celebrate the rich culture and flavors of Penang. From recommending hidden local gems in George Town to ensuring flawless check-in and check-out, your role is central to our mission of creating unforgettable stays.
We are looking for a charismatic individual with a natural talent for service. You will thrive in a fast-paced environment, balancing operational excellence with warm, human interactions. We believe in empowering our associates to go above and beyond, providing you with the tools, training, and autonomy to exceed guest expectations.
This position offers a clear pathway for career advancement. Whether your ambition lies in front office management, concierge services, or rooms operations, the global scale of Marriott International combined with the unique culture of Tribute Portfolio provides an unmatched platform for professional development.
Our commitment to you includes a competitive salary package, comprehensive health and wellness benefits, and access to Marriott's world-class training programs. You will work alongside a dedicated team in a supportive, inclusive environment that celebrates diversity and passion for hospitality.
If you are ready to make a difference and write the next chapter of your career in one of Malaysia's top tourist destinations, apply today to join the Tribute Portfolio family in Bayan Lepas, Penang.
Tanggung Jawab
- Serve as the primary point of contact for guests, managing all aspects of their stay from pre-arrival to departure to ensure a seamless experience.
- Provide personalized recommendations for local dining, attractions, and cultural experiences unique to Penang.
- Anticipate guest needs and proactively resolve any issues or concerns with empathy, professionalism, and efficiency.
- Coordinate seamlessly with Front Desk, Concierge, Housekeeping, and F&B teams to ensure flawless execution of guest preferences.
- Maintain accurate guest profiles, preferences, and history in the hotel's CRM system to personalize future stays.
- Upsell hotel amenities, services, and room upgrades to maximize guest satisfaction and revenue.
- Conduct property tours and assist VIP guests with special requests, arrangements, and amenities.
- Uphold the highest standards of service, quality, and cleanliness throughout the lobby and public areas.
Kualifikasi
- Diploma or Bachelor’s degree in Hospitality Management, Tourism, or a closely related field.
- Minimum of 1-2 years of experience in a guest-facing role within a luxury hotel, resort, or premium service environment.
- Exceptional verbal and written communication skills in English; fluency in Mandarin or other regional languages is a strong advantage.
- Proven experience with hotel Property Management Systems (e.g., Opera, OnQ, or Lightspeed) is highly preferred.
- Strong problem-solving skills and the composure to handle high-pressure situations with grace and tact.
- Genuine passion for hospitality and an unwavering commitment to delivering world-class, personalized service.
- Flexibility to work a rotating schedule including mornings, evenings, weekends, and public holidays.
- Warm, approachable demeanor with excellent interpersonal skills and a professional appearance.