Deskripsi Pekerjaan
The Edison George Town is seeking a passionate and detail-oriented Guest Experience Supervisor to curate exceptional, memorable stays for our guests. As a key ambassador of our brand, you will orchestrate seamless guest interactions from arrival to departure, ensuring every touchpoint reflects our commitment to luxury and personalized service. You'll lead a dynamic team of hospitality professionals, fostering a culture of excellence while proactively addressing guest needs and exceeding expectations. This role requires strategic problem-solving skills to resolve complex situations creatively, alongside the ability to anticipate and fulfill guest preferences before they're expressed. Join our vibrant team in George Town's historic district and become instrumental in crafting unforgettable experiences that drive loyalty and positive reviews.
Tanggung Jawab
- Lead and mentor guest experience team members to maintain service excellence standards
- Handle guest inquiries, requests, and complaints with empathy and efficiency
- Coordinate with housekeeping, front desk, and F&B departments for seamless operations
- Implement personalized guest recognition programs and special occasion arrangements
- Monitor guest satisfaction metrics and develop improvement action plans
- Train staff on service protocols, local attractions, and cultural insights
- Conduct regular quality assurance inspections of guest facilities and amenities
- Collaborate with management on service innovation and guest experience strategies
Kualifikasi
- Minimum 2 years in hospitality supervisory or guest relations role
- Proven track record in resolving complex guest issues creatively
- Strong knowledge of Penang's tourism landscape and local attractions
- Exceptional communication and interpersonal skills in English and Bahasa Malaysia
- Proficiency with PMS systems and digital guest management tools
- Certification in hospitality management or related field preferred
- Ability to work flexible hours including evenings, weekends, and holidays
- Experience in luxury boutique hotel environment advantageous