Assistant Guest Experience Manager (Alila Bangsar Kuala Lumpur)

The Assistant Guest Experience Manager is responsible for overseeing and enhancing the overall guest experience throughout all stages of the guest journey. This role ensures that guests receive personalized, professional, and memorable service that aligns with brand standards. The position serves as the key contact for guest engagement, satisfaction, and service recovery, while working closely with all operational departments to deliver exceptional hospitality experiences.

Key Responsibilities Overview\:

• Ensure a seamless and positive guest experience from arrival to departure.
• Build strong guest relationships through personalized service and guest recognition.
• Manage VIP arrivals, special requests, and guest preferences.
• Handle guest feedback, complaints, and service recovery promptly and professionally.
• Monitor guest satisfaction scores and online reviews, implementing improvement initiatives where necessary.
• Collaborate with Front Office, Housekeeping, Food & Beverage, and other departments to maintain high service standards.
• Lead and coach team members to deliver exceptional customer service consistently.
• Drive guest engagement programs and initiatives that enhance loyalty and brand reputation.
• Identify opportunities to improve service quality and operational efficiency.
• Ensure compliance with Hyatt and Alila brand standards, policies, and procedures.