Guest Experience Manager (171572)

Traders cater to savvy, passionate travelers who appreciate smart functionality and getting things done. Guests enjoy a blend of thoughtful simplicity with the warmth of Asian hospitality. No matter the purpose of the trip – work, rest, or play, each Traders offers a thoughtfully designed environment enabling guests to be focused on what really matters.

Located at the heart of the Kuala Lumpur city center, Traders Hotel by Shangri-La is looking for a dynamic and multi-skilled talent in delivering our Asian hospitality.

Department: Front Office / Guest Services
Reports To: Rooms Division Manager

Job Summary:
The Guest Experience Manager ensures exceptional guest experiences by anticipating needs, resolving concerns, and personalizing every interaction. This role champions a hosting mindset, fostering guest satisfaction and loyalty.

Key Responsibilities:

1. Engage with guests to create memorable and personalized experiences.
2. Train and inspire the team to deliver outstanding service and embrace a hosting culture.
3. Address guest feedback and resolve issues promptly to ensure satisfaction.
4. Collaborate with departments to provide seamless service and operations.
5. Monitor guest preferences and trends to enhance and innovate experiences.

Qualifications:

1. Proven hospitality experience in a leadership role.
2. Strong interpersonal, communication, and problem-solving skills.
3. Passion for delivering personalized and memorable guest experiences.

Due to work permit restrictions, only citizens and Permanent Residents of Malaysia will be considered.