Guest Experience Manager (Front Office Manager)

Job Highlights Most Popular Hotel In Melaka Career advancement
Positive working environment
Job Description
Role and Responsibilities:
Oversee the daily operations of our Muk by Victoria Home as well as provide strategic direction
Monitor Guest Experience team performance and conduct regular evaluations to improve Guest Experience.
Maintains working relationships and communicates with all departments.
Verifies that accurate room status information is maintained and properly communicated.
Enforces all cash-handling, check-cashing, and credit policies
Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines
Ensuring the front desk provides a professional and friendly service for customers
Train, supervise and support office staff, including receptionists, security guards and call center agents
Schedule shifts
Ensure timely and accurate customer service
Handle complaints and specific customers requests
Troubleshoot emergencies
Monitor stock and order office supplies
Ensure proper mail distribution
Prepare and monitor office budget. Works within the allocated budget for Muk by Victoria Home Melaka.
Keep updated records of office expenses and costs
Resolve issues regarding hotel services, amenities, and policies.
Ensure company?s policies and security requirements are met
Act as liaison between the Management and Guest Ambassador
The goal is to enhance the guest experience and expand our clientele by strengthening our Victoria Home?s reputation.
Requirement:
Proven 3 years working experience as Front Office Manager / Duty Manager in Hotel.
Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma in Business Studies/Administration/Management, Hospitality/Tourism/Hotel Management or equivalent.
Required language(s): English, Mandarin, Bahasa Malaysia
At least 3 Year(s) of working experience in the related field is required for this position.
Preferably Senior Executive specialized in Hotel Management/Tourism Services or equivalent.