Guest Experience Manager

Overview

"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally."

• Assist with the efficient running of the department in line with Hyatt International’s Corporate Strategies and brand standards, while meeting employee, guest and owner expectations.
• Support the Front Office Manager to ensure maximum guest satisfaction and guest experience in accordance with hotel policy and procedures.
• Manage day‑to‑day front office operations and conduct trainings for the front office team.
• Ensure each team member completes online trainings, is familiar with World of Hyatt loyalty program, and that proper upselling procedures are in place.
• Oversee check‑in and check‑out procedures, perform frequent audits to review team performance, and provide knowledge of OPERA PMS and Reserve to ensure maximum guest satisfaction.
• 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 a larger operation.
• Good working knowledge of OPERA PMS is a must; other relevant programs are 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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