The Guest Experience Manager is responsible for leading and enhancing
the overall guest journey, ensuring exceptional and personalised service
is delivered at every touchpoint. This role oversees VIP guest experiences,
guest relations initiatives, service recovery efforts and loyalty engagement
programmes while supporting Front Office operations.
The Guest
Experience Manager serves as a key ambassador of the Conrad brand, ensuring
that guest expectations are consistently exceeded trough thoughtful service,
proactive engagement and strong cross-functional collaboration. This role
is instrument in driving guest satisfaction, loyalty and memorable experiences
that reflect the character and spirit of Conrad Kuala
Lumpur.
- Diploma or Degree in Hospitality Management, Hotel
Management, Business or a related field preferred. - Minimum 3-5
years of experience in Guest Relations, Front Office, Guest Experience or Luxury
Hospitality operations. - Previous supervisory or management
experience in luxury hotel environment preferred. - Strong
understanding of luxury guest service standards and personalised
hospitality. - Excellent communication, relationship-building
and problem-solving skills. - Experience managing guest feedback, service
recovery and loyalty initiatives. - Proficiency in hotel property
management systems and guest profile management platforms. - Strong
organisational skills with the ability to manage multiple priorities in
a face-paced environment. - Professional presentation, emotional
intelligence and attention to detail. - Excellent verbal and written
communication skills in English.
- Diploma or Degree
in Hospitality Management, Hotel Management, Business or a related field
preferred. - Minimum 3-5 years of experience in Guest Relations,
Front Office, Guest Experience or Luxury Hospitality
operations. - Previous supervisory or management experience
in luxury hotel environment preferred. - Strong understanding
of luxury guest service standards and personalised
hospitality. - Excellent communication, relationship-building
and problem-solving skills. - Experience managing guest feedback, service
recovery and loyalty initiatives. - Proficiency in hotel property
management systems and guest profile management platforms. - Strong
organisational skills with the ability to manage multiple priorities in
a face-paced environment. - Professional presentation, emotional
intelligence and attention to detail. - Excellent verbal and written
communication skills in English.
- Diploma or Degree
in Hospitality Management, Hotel Management, Business or a related field
preferred. - Minimum 3-5 years of experience in Guest Relations,
Front Office, Guest Experience or Luxury Hospitality
operations. - Previous supervisory or management experience
in luxury hotel environment preferred. - Strong understanding
of luxury guest service standards and personalised
hospitality. - Excellent communication, relationship-building
and problem-solving skills. - Experience managing guest feedback, service
recovery and loyalty initiatives. - Proficiency in hotel property
management systems and guest profile management platforms. - Strong
organisational skills with the ability to manage multiple priorities in
a face-paced environment. - Professional presentation, emotional
intelligence and attention to detail. - Excellent verbal and written
communication skills in English.
As the Guest Experience
Manager, you will be responsible for performing the following tasks to
the highest standards:
Guest Experience
Leadership
- Lead the execution of guest experience
initiatives that enhance satisfaction, loyalty, and brand
advocacy. - Oversee the arrival, stay, and departure experience
of VIP, repeat and long-stay guests - Ensure personalised guest
recognition programmes are effectively implemented across all
departments. - Monitor guest feedback and service standards
to identify opurtunities for continues improvement. - Champion
a guest-centric culture throughout
the hotel.
VIP & Guest Relations
Management
- Maintain direct engagement with VIP,
high-profile and long-stay guests to ensure a seamless and memorable
experience. - Coordinate personalised amenities, special requests,
and guest preferences with operational departments. - Establish
strong relationships with returning guests and maintain detailed guest
preference records. - Ensure all guest profiles, histories, and prefrences
are accurately maintained within hotel systems. - Oversee special
occasios, celebrations and bespoke guest
experiences.
Service Recovery & Guest
Feedback
- Manage guest concerns, complaints, service
recovery cases with professionalism and urgency. - Ensure all guest
issues are resolved effectively and followed trough
to completion. - Monitor guest satisfaction scores, online reviews
and feedback channels. - Analyse guest feedback trends and recommend
service enhancements. - Collaborate with department heads to address
recurring guest concerns and improve operational
performance.
Team Leadership &
Development
- Lead, coach, and develop the Guest
Experience and Front Office team to deliver exceptional service
standards. - Conduct regular training sessions focused on guest
engagement, luxury service delivery, and service recovery. - Foster
a positive, collaborative and high-performing team culture. - Support
recruitment, onboarding, performance management and succession planning within
the department. - Provide regular feedback and recognition to team
members.
Lobby Operations & Brand
Representation
- Maintain a visible presence within
guest-facing areas, particularly during peak arrival and departure
periods. - Ensure the lobby experience reflects the warmth,
sophistication, and service philosophy of Conrad Kuala
Lumpur. - Collaborate with operational teams to ensure guest-facing
environments are consistently maintained to the highest
standards. - Represent the hotel professionally during guest interactions,
events, and VIP engagements. - Promote the Conrad culture trough
authentic hospitality and meaningful guest
connections.
Cross-Department
Collaboration
- Work closely with Front Office,
Housekeeping, Food & Beverage, Sales & Marketing, and other departments
to ensure seamless guest experiences. - Attend operational meetings
and provide updates on guest feedback, VIP arrivals and service
initiatives. - Support hotel-wide projects that contribute to guest
satisfaction and brand enhancement. - Ensure effective communication
of guest preferences and operational requirements across
departments.
Operational Standards &
Compliance
- Ensure compliance with hotel policies,
security procedures, health and safety regulations and brand
standards. - Maintain confidentiality and professionalism when handling
guest information. - Prepare reports on guest satisfaction metrics,
service recovery case, and guest engagement initiatives. - Assist
in budget planning and resource management related to guest experience
programmes. - Carry out any other duties and responsibilities reasonably
assigned by management. - To ensure that the Conrad Brand and Forbes
Standards are fully implemented and demonstrated by all team
members. - To fully embrace the values of Hilton Worldwide
and Conrad Hotels and Resorts. - To be fully familiar with
the Conrad Brand Standards and the Quality Assurance Audit and to follow
these standards of service at all
times.
Expectations
The
Guest Experience Manager is expected to:
- Lead by example
and consistently demonstrate exceptional hospitality. - Maintain
a strong presence in guest-facing areas and build meaningful guest
relationships. - Demonstrate excellent leadership, coaching,
and interpersonal skills. - Remain calm, confident, and solution-oriented
under pressure. - Anticipate guest needs and proactively create memorable
experiences. - Drive continuous improvement in guest satisfaction
and service delivery. - Uphold the highest standards of professionalism,
integrity, and brand representation.
