Guest Experience Manager
Hyatt
Date: 2 weeks ago
City: Kuantan
Contract type: Full time
You will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations.
The Guest Experience Manager is responsible to assist the Front Office Manager in ensuring maximum guest satisfaction and guest experience in accordance with the hotel policy and procedures.
To assist the Front Office Manager in managing the day-to-day operation and conducting trainings for the Front Office team. To ensure each member has completed his or her online trainings, is familiar with World of Hyatt the loyalty program, a proper upselling program is in place, check in and check out procedures are clear and takes frequent audits to see the team's performances, provides good knowledge of OPERA PMS and Reserve and ensures team provides maximum guest satisfaction. Able to train and develop the team with new ideas and methods.
The Guest Experience Manager is responsible to assist the Front Office Manager in ensuring maximum guest satisfaction and guest experience in accordance with the hotel policy and procedures.
To assist the Front Office Manager in managing the day-to-day operation and conducting trainings for the Front Office team. To ensure each member has completed his or her online trainings, is familiar with World of Hyatt the loyalty program, a proper upselling program is in place, check in and check out procedures are clear and takes frequent audits to see the team's performances, provides good knowledge of OPERA PMS and Reserve and ensures team provides maximum guest satisfaction. Able to train and develop the team with new ideas and methods.
- Ideally with a University Degree or Diploma in Hospitality or Tourism /Tourism Management.
- Minimum 2 years work experience as Asst. Manager – Concierge or Guest Experience Manager or Team Leader in larger operation.
- Good working knowledge of OPERA PMS is a must. Other relevant programs wills be a plus.
- Good problem solving, organizational and interpersonal skills are a must.
- Strong administrative skills especially in Microsoft Office (Word, Excel, Powerpoint).
- Due to strict regulation of Malaysian Immigration and Manpower Department, this position is open for Malaysian Nationals only.
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