Guest Experience Manager

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​
Join us and become a Heartist®.

The Guest Experience Manager holds a critical position within our Front Office, bearing significant responsibilities that directly impact guest satisfaction and operational excellence. Key duties include:

• Serve as the senior representative of the Front Office, managing guest inquiries, grievances, and bespoke arrangements with the utmost professionalism and discretion.
• Oversee and coordinate the efforts of Duty Manager, Ambassadors, Supervisors, and Bellmen  to ensure impeccable guest service and streamlined check-in/out processes.
• Orchestrate the management of VIPs, group arrivals, and event-related bookings, whilst maintaining rigorous attention to billing accuracy and strict adherence to hotel credit policies.
• Vigilantly monitor and uphold service quality standards, room inventory control, and daily operational coverage to ensure optimal performance.
• Facilitate seamless interdepartmental communication and operations through close collaboration with various departments, Sales & Marketing, and Safety & Security.
• Assume command during emergency situations and oversee the night audit process when circumstances necessitate.
• Implement comprehensive training programmes, provide mentorship, and offer guidance to front office staff, enforcing stringent standards in personal presentation, knowledge base, and guest interactions.
• Strategically promote hotel facilities and identify upselling opportunities to maximise revenue generation.
• Assists Front Office Manager in preparing reports, budgeting, and monitoring profit & loss statistics. 
• Oversees department in the absence of the Front Office Manager. 
• Works closely with the Finance Department to ensure compliance with accounting procedures and cash handling policies 

• Diploma or Degree in Hotel/Hospitality Management or related field from a recognised institution
• Minimum of 2 years of experience in similar role
• Fluency in Bahasa Malaysia and English
• Significant supervisory experience in hotel front desk operations
• Proficiency in Opera and ALL (Accor Live Limitless) loyalty programme
• Strong leadership, interpersonal, and communication skills
• Experience in yield management, room forecasting, and budgeting
• Ability to multitask, work under pressure, and solve practical problems
• Commitment to achieving quality standards for Front Office operations

Inspired Place for inspiring People

Embark on a new era of hospitality as ibis Styles Sepang KLIA opens its doors on February 1, 2024. Proudly managed by Accor under the dynamic ibis Styles concept, our hotel boasts 229 tastefully designed rooms. Host grand celebrations in our expansive ballroom accommodating 300 guests for a delightful dinner, or opt for intimate meetings in our small boardroom, perfect for 14 attendees. Enjoy quality family time by our spacious pool, creating cherished moments. Just a short 6-minute drive from KLIA, we offer a resort-inspired experience. Welcome to a world where comfort meets convenience at ibis Styles Sepang KLIA.

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