Welcome to Bukit Vista
At Bukit Vista, we are driven by our vision to ‘Inspire Delight’ in every stakeholder through innovative hospitality. We are on a mission to transform the guest experience into something memorable, striving for excellence in every interaction. Our commitment to innovation in hospitality is what sets us apart, and we achieve this through our dedicated team members. As a Guest Experience Manager, you will play a pivotal role in ensuring that our guests receive unparalleled service, leading to exceptional reviews and repeat visits. Your efforts will directly contribute to our mission by managing guest satisfaction and ensuring every stay is not just a transaction, but a truly delightful experience.
What will you do:
Your responsibilities will be centered around enhancing guest satisfaction, managing feedback, and ensuring operational readiness, guided by Bukit Vista’s Leadership Attributes.
- Visionary (career promotion opportunity):
- Lead initiatives to innovate and improve the guest experience based on feedback and industry trends, ensuring Bukit Vista remains at the forefront of hospitality excellence.
- Develop and implement strategies aimed at achieving consistent 5-star reviews through exceptional service standards.
- Upper Management (career promotion opportunity):
- Oversee the guest experience team, ensuring they are highly motivated, trained, and equipped to deliver exceptional service.
- Manage and allocate resources effectively to support guest satisfaction initiatives and improve operational efficiency.
- Sub Management (career promotion opportunity):
- Collaborate with other department managers to ensure a cohesive approach to guest satisfaction, including maintenance, housekeeping, and reservations teams.
- Knowledge Management (advised, not mandatory):
- Analyze guest feedback, complaints, and reviews to identify trends and areas for improvement.
- Maintain up-to-date knowledge of industry best practices and guest service innovations.
- Strategist (advised, not mandatory):
- Develop protocols for evaluating the validity of guest complaints and streamline the process for efficient resolution.
- Implement strategies for proactive guest experience management, including pre-arrival inspections and communication.
- Executor (mandatory):
- Directly manage the process of collecting and analyzing guest feedback, determining the validity of complaints, and assigning follow-up actions for resolution.
- Ensure rooms are prepared to meet and exceed guest expectations through diligent online and offline communication and inspection routines.
Qualifications:
- A Growth Mindset, with a continuous desire to improve yourself and the service provided.
- Bias to Action, with the ability to make decisions quickly and effectively to resolve guest issues and enhance satisfaction.
- Proficient in AI-powered tools and platforms for data analysis and guest communication.
- Exceptional interpersonal and communication skills, capable of empathy and understanding guest needs.
- Strong leadership skills, with the ability to inspire and motivate a team towards achieving excellence in guest experience.
- Proven experience in hospitality, customer service, or a related field, with a track record of improving guest satisfaction.
- A bachelor’s degree in hospitality management, business administration, or a related field is preferred.
What is it like to work at Bukit Vista?
Let’s hear what our interns and employees say about it.
Feel that you might be the right talent we’re looking for?
Send over your application form by clicking the apply button below! Make sure that your CV is updated and the application form is in English, submitting a LinkedIn profile or past projects would be a plus! Last but not least, we like candidates that are passionate about hospitality, interested in technology, and enjoy a fun workspace with lots of collaboration.