Guest Experience & Operations Lead (based in Penang)

Monthly Salary: UP to $10,000 MYR/month (Negotiable)
Working Address: Penang

Responsibilities and Duties:

As the Guest Experience & Operations Lead, the ideal candidate will play a central role in shaping the atmosphere and guest experience at our client's facilities.

The ideal candidate will engage personally with guests, foster meaningful relationships, guide the team and oversee the smooth running of daily operations.

• Manages and organizes all staff of the hotel whose mission is to ensure smooth and efficient handling of all the activities related to guests and their interaction with each other in various departments, this is accomplished within the scope of a budget and in conformity with well-defined management norms.

• Responsible for planning, directing, controlling, coordinating and participating in the activities of all staff.

• Fully knowledgeable of the property management system and core standards, is responsible to ensuring its proper usage and maximization to reach efficient and consistent quality service.

• Oversee daily hotel operations to ensure seamless coordination across all departments and consistent delivery of ultra-luxury service standards.

• Monitor financial performance, manage operating budgets and implement cost-control measures to achieve profitability targets.

• Drive exceptional guest satisfaction by anticipating guest needs, resolving service issues and ensuring personalised guest experiences.

• Foster a service-driven culture that promotes teamwork, accountability and continuous improvement across all departments.
  

Qualification and Requirements:

• Diploma in Hospitality Management, Hotel Management, or a related field.

• Demonstrated ability to uphold ultra-luxury service standards and deliver exceptional, personalised guest experiences.

• Strong operational planning and execution skills, including developing and implementing operational strategies and critical paths.

• Proficient in property management systems (PMS) and hotel operating standards, with the ability to optimise system usage and operational efficiency.

• Leadership, communication and interpersonal skills, with a track record of coaching, mentoring and developing teams.

• Strong problem-solving and decision-making abilities, with a guest-centric and value-driven management approach.

• Ability to work in a fast-paced environment while maintaining high standards of service quality and operational excellence.

Nextbeat Singapore Pte. Ltd.
EA License Number: 22C1267
EA Personnel No: R22110252