Guest Experience Manager

Joining as a server on the catering staff, I benefited from Hyatt's training and support, which enabled me to oversee a talented team that helps bring events to life.

Responsibilities

Assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards.

Meet employee, guest, and owner expectations.

Support the Front Office Manager in ensuring maximum guest satisfaction and experience, in accordance with hotel policies and procedures.

Manage day-to-day operations of the Front Office, including conducting staff training sessions.

Ensure team members complete online trainings, are familiar with World of Hyatt loyalty program, and follow proper upselling procedures.

Oversee check-in and check-out processes, perform performance audits, and maintain knowledge of OPERA PMS and Reserve systems.

Train and develop the team with innovative ideas and methods.

Qualifications

University Degree or Diploma in Hospitality or Tourism / Tourism Management.

Minimum 2 years of experience as Assistant Manager – Concierge, Guest Experience Manager, or Team Leader in a larger operation.

Proficient in OPERA PMS; familiarity with other relevant programs is a plus.

Strong problem-solving, organizational, and interpersonal skills.

Proficient in Microsoft Office (Word, Excel, PowerPoint).

This position is open only to Malaysian Nationals due to strict Malaysian Immigration and Manpower Department regulations.

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