Guest Experience Manager

The Guest Experience Manager holds a critical position within our Front Office bearing significant responsibilities that directly impact guest satisfaction and operational excellence. Key duties include:

• Serve as the senior representative of the Front Office managing guest inquiries grievances and bespoke arrangements with the utmost professionalism and discretion.
• Oversee and coordinate the efforts of Duty Manager Ambassadors Supervisors and Bellmen  to ensure impeccable guest service and streamlined check-in/out processes.
• Orchestrate the management of VIPs group arrivals and event-related bookings whilst maintaining rigorous attention to billing accuracy and strict adherence to hotel credit policies.
• Vigilantly monitor and uphold service quality standards room inventory control and daily operational coverage to ensure optimal performance.
• Facilitate seamless interdepartmental communication and operations through close collaboration with various departments Sales & Marketing and Safety & Security.
• Assume command during emergency situations and oversee the night audit process when circumstances necessitate.
• Implement comprehensive training programmes provide mentorship and offer guidance to front office staff enforcing stringent standards in personal presentation knowledge base and guest interactions.
• Strategically promote hotel facilities and identify upselling opportunities to maximise revenue generation.
• Assists Front Office Manager in preparing reports budgeting and monitoring profit & loss statistics. 
• Oversees department in the absence of the Front Office Manager. 
• Works closely with the Finance Department to ensure compliance with accounting procedures and cash handling policies 

Qualifications :

• Diploma or Degree in Hotel/Hospitality Management or related field from a recognised institution
• Minimum of 2 years of experience in similar role
• Fluency in Bahasa Malaysia and English
• Significant supervisory experience in hotel front desk operations
• Proficiency in Opera and ALL (Accor Live Limitless) loyalty programme
• Strong leadership interpersonal and communication skills
• Experience in yield management room forecasting and budgeting
• Ability to multitask work under pressure and solve practical problems
• Commitment to achieving quality standards for Front Office operations

Additional Information :

Inspired Place for inspiring People

Embark on a new era of hospitality as ibis Styles Sepang KLIA opens its doors on February 1 2024. Proudly managed by Accor under the dynamic ibis Styles concept our hotel boasts 229 tastefully designed rooms. Host grand celebrations in our expansive ballroom accommodating 300 guests for a delightful dinner or opt for intimate meetings in our small boardroom perfect for 14 attendees. Enjoy quality family time by our spacious pool creating cherished moments. Just a short 6-minute drive from KLIA we offer a resort-inspired experience. Welcome to a world where comfort meets convenience at ibis Styles Sepang KLIA.

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Remote Work :

No

Employment Type :

Full-time