Job Description

Job Summary : He/She is responsible to ensure the department rooms and Kelip Kelip gift shop revenue are achieve according to budget. Establishes rapport with guests to build guest loyalty and gather constructive feedback to ensure satisfaction of every individual guest. To handle daily team member relations, and encourage problem solving by team members through proper training of appropriate service skills and empowerment of duties. The Guest Service Execuitve is also responsible for overseeing the day-to-day operations of the Front Office and Kelip Kelip Gift Shop by assuring the hotels service standards are met and guest expectations exceeded. Additional responsibility but not limited to are: 1. Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development. 2. Responsible for cash handling including the float money of the front Office. 3. Manage all day-to-day operations according to Standard Operating Procedures (SOP) guideline and highest standard of product and services. 4. Ensure all work stations are in orderly manner in terms of cleanliness and all equipment are in good working condition. 5. Preserve excellent levels of internal and external customer service, identify guest needs and respond proactively to all of their concerns. 6. Maintain excellent interpersonal skills and represents the Management with courtesy, tactful and efficiency. 7. Respond to guest request/complaints in a courteous manner. All request and complaints are to be handled immediately, tactfully to the satisfaction of the guest and follow up with necessary department concerned on all guest request and complaints to ensure the matter is attended to professionally and promptly. 8. Meets with guests daily, to gather valuable review for Guest Satisfaction as well as assessment of service delivery of the team, at the same time building a healthy relationship with guests resulting in a more warm and personalized touch. 9. Constantly checks and monitors service performance of associates. Evaluates the daily operations flow and makes recommendations and changes deemed fit for the overall improvement of the department. 10. Supervise and ensure that all associates are in proper uniform and adhere to the resort\xe2\x80\x99s grooming standards. 11. Provide a two-way communication and nurture an ownership environment with emphasis in motivation and assigned task by conducting regular briefings/meeting with associates. 12. Report on management regarding revenue results and productivity of the respective outlets on a daily basis. 13. Make rounds of respective outlets and resort surroundings to ensure guest needs are met by acquiring feedback from the guests. 14. Manage, lead and oversees the functional of all Front Office members, including recruiting, training, and appraising talented personnel, revenue and costs to ensure maximum departmental profit is achieved. 15. Encourage and train team members to promote resort outlets, spa and activities to the guests. 16. To attend training sessions and meetings as and when required. 17. To actively participate in revenue management meetings, overseeing the appropriate pricing structures to maximize yield and overall profits in the department. 18. Monitor, analyze and control all associates and inventory cost. This includes preparing the appropriate monthly department reports, charts, and schedule to ensure that budgets are met or exceeded while quality is maintained and improved. 19. Always ensure that the team members apply service techniques correctly at all times and serving with enthusiasm. 20. Ensure all guest record and charges are updated and posted in PMS system accordingly by the associates. 21. Communicate with Reservation, F&B, Housekeeping and Kitchen regarding special packages arrangement, rooms assignment and availability plus guest activities to ensure their needs are met. 22. Ensures that hotelbrand standards and SOP\'s are consistently implemented. 23. Work with fellow colleagues to ensure that the front office, spa and gift shop achieves its full potential. 24. Take an active role in coachingand developing all team members on product knowledge and selections. 25. Works closely with the Security Team Members in handling all accidents, thefts / losses and emergency situations 26. To undertake any other duties related or non-related to front office within reasonable grounds that may be assigned by the Operations Manager and/or the Resort and Marketing Manager from time to time. Job Types: Full-time, Permanent Salary: RM3,300.00 - RM3,500.00 per month Benefits:

• Cell phone reimbursement
• Dental insurance
• Free parking
• Health insurance
• Meal provided
• Opportunities for promotion

Schedule:

• Afternoon shift
• Day shift
• Early shift
• Evening shift
• Weekend jobs

Supplemental pay types:

• Overtime pay
• Performance bonus
• Tips
• Yearly bonus

Ability to commute/relocate:

• Kuantan: Reliably commute or planning to relocate before starting work (Required)

Education:

• Diploma/Advanced Diploma (Required)

Experience:

• Hospitality: 2 years (Required)

Application Deadline: 02/01/2023
Expected Start Date: 03/01/2023