Guest Experience Manager
Job Description
Traders cater to savvy, passionate travelers who appreciate smart functionality and getting things done. Guests enjoy a blend of thoughtful simplicity with the warmth of Asian hospitality. No matter the purpose of the trip – work, rest, or play, each Traders offers a thoughtfully designed environment enabling guests to be focused on what really matters.
Located at the heart of the Kuala Lumpur city center, Traders Hotel by Shangri-La is looking for a dynamic, and multi-skilled talent in delivering our Asian hospitality.
As Guest Experience Manager, We Rely On You
- Develop strong connections with guests by understanding and catering to their preferences, anticipating their needs, and creating memorable experiences.
- Oversee the collection and maintenance of guest preferences and actively contribute to the guest retention strategy.
- Analyze guest feedback and design strategies to address concerns, resolve issues, and improve overall satisfaction.
- Regularly review key guest satisfaction metrics with departmental managers and assist them in developing and implementing actionable plans to enhance the guest experience in their respective areas.
- Generate a monthly glitch count report for all operational departments to identify patterns and areas for improvement.
- Build and maintain effective relationships with regular hotel clients, ensuring consistent communication and swift resolution of any customer concerns.
- Manage and coordinate communication between guests and staff, ensuring follow-ups are executed to guarantee guest issues are resolved effectively.
Requirements
- Degree/ Diploma in Tourism/ Hospitality/ Hotel Management.
- Proficient in both oral and written English and Malay.
- Familiarity with using hotel property Management Systems (PMS) OPERA will be an added advantage.
- At least 2-3 years of experience in a Guest Experience role or in a similar guest services or front office management position.
- Pleasant, effective social skills, and versatile.
- Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered.