Job description for Guest Experience Manager at High and Low Headhunters
Requirements:
- Open for local candidates.
- Bachelor’s Degree in Hospitality Management, Business Administration, or a related field (preferred).
- Previous experience in guest relations, front office, customer service, or a hospitality supervisory/management role.
- Outstanding communication and interpersonal skills.
- Strong problem-solving ability and a calm approach to guest issues.
- Proven leadership and team motivation capabilities.
- High emotional intelligence and excellent guest rapport-building skills.
- Proficiency in CRM, PMS, and hospitality-related systems.
- Strong organisational skills and attention to detail.
- Warm, approachable, and guest-focused demeanor.
- Passionate about delivering exceptional guest experiences.
- Proactive, resourceful, and committed to continuous improvement.
- Flexible to work evenings, weekends, and holidays based on guest needs.
- Professional appearance and high ethical standards.
Responsibilities:
- Act as the primary point of contact for guests, responding promptly and professionally to inquiries, requests, and concerns.
- Proactively engage with guests to anticipate needs and exceed their expectations throughout their stay.
- Ensure personalised, thoughtful touches such as customised welcome amenities and special arrangements.
- Oversee seamless check-in and check-out processes.
- Coordinate with Front Office, Housekeeping, and other teams to ensure smooth guest transitions.
- Implement systems and processes that enhance guest flow and reduce wait times.
- Collect guest feedback through surveys, reviews, and direct communication.
- Analyse trends to identify service gaps and improvement opportunities.
- Develop and implement corrective actions and experience enhancement strategies.
- Facilitate room upgrades, celebrations, personalised experiences, and special arrangements.
- Work cross-departmentally to ensure requests are fulfilled accurately and promptly.
- Organise guest activities, events, excursions, or resort experiences that boost engagement and guest satisfaction.
- Address guest complaints or conflicts with empathy, professionalism, and tact.
- Mediate between guests and staff to resolve issues while preserving guest satisfaction.
- Empower staff with tools and training for effective service recovery.
- Develop programs that increase guest engagement, loyalty, and repeat visitation.
- Enhance guest touchpoints with memorable experiences aligned with the resort’s brand identity.
- Conduct regular inspections of guest rooms, public areas, and amenities to ensure cleanliness and maintenance meet brand standards.
- Take proactive action to fix issues or coordinate with relevant departments for timely resolution.
- Lead, mentor, and motivate the Guest Experience team to deliver exceptional service.
- Conduct ongoing training on customer service, communication, problem-solving, and brand standards.
- Promote a positive, guest-centric work environment.
Benefits:
- Competitive base salary + BPJS + THR
