Guest Experience Manager - Front Office

Responsibilities:
Responsible for creating memorable guest experience.
Anticipate guest needs and build rapport with customers.
Attend to inquiries and handle guest complaints professionally and diligently.
Strong upselling skill.
Follow up on guest comments to establish solutions appropriate to problems highlighted.
Maintain the Front Office information folder with up-to-date information on rates, programmes, special benefit cards, GHA programmes, Pan Pacific Hotels Group details, etc.
Continuously strive to meet Front Office objectives, i.e. up-selling, express check-out, guest history preferences etc.

Requirements:
Proven experience as a Guest ExprienceManager.
Fluent in both spoken and written English, Malay and Mandarin is an advantage,; knowledge of additional languages is a plus.
Computer literacy - Opera PMS, Ms Office.
A customer-oriented and professional attitude.
An outgoing personality.
Excellent communication abilities.
Exemplary organizational and time-management skills.
Strong leadership quality - able to lead the team and a team player.
Possess at least Diploma or higher in Hospitality Management.