Guest Experience Manager (Pre-Opening) - Conrad… at Hilton · Wilayah…

Guest Experience Manager (Pre-Opening) - Conrad Kuala Lumpur

Location: Wilayah Persekutuan Kuala Lumpur, Malaysia

The Guest Experience Manager is responsible for leading and enhancing the overall guest journey, ensuring exceptional and personalised service is delivered at every touchpoint. This role oversees VIP guest experiences, guest relations initiatives, service recovery efforts and loyalty engagement programmes while supporting Front Office operations.

The Guest Experience Manager serves as a key ambassador of the Conrad brand, ensuring that guest expectations are consistently exceeded trough thoughtful service, proactive engagement and strong cross-functional collaboration. This role is instrument in driving guest satisfaction, loyalty and memorable experiences that reflect the character and spirit of Conrad Kuala Lumpur.

As the Guest Experience Manager, you will be responsible for performing the following tasks to the highest standards:

Guest Experience Leadership

• Lead the execution of guest experience initiatives that enhance satisfaction, loyalty, and brand advocacy.
• Oversee the arrival, stay, and departure experience of VIP, repeat and long-stay guests
• Ensure personalised guest recognition programmes are effectively implemented across all departments.
• Monitor guest feedback and service standards to identify opurtunities for continues improvement.
• Champion a guest-centric culture throughout the hotel.

VIP & Guest Relations Management

• Maintain direct engagement with VIP, high-profile and long-stay guests to ensure a seamless and memorable experience.
• Coordinate personalised amenities, special requests, and guest preferences with operational departments.
• Establish strong relationships with returning guests and maintain detailed guest preference records.
• Ensure all guest profiles, histories, and prefrences are accurately maintained within hotel systems.
• Oversee special occasios, celebrations and bespoke guest experiences.

Service Recovery & Guest Feedback

• Manage guest concerns, complaints, service recovery cases with professionalism and urgency.
• Ensure all guest issues are resolved effectively and followed trough to completion.
• Monitor guest satisfaction scores, online reviews and feedback channels.
• Analyse guest feedback trends and recommend service enhancements.
• Collaborate with department heads to address recurring guest concerns and improve operational performance.

Team Leadership & Development

• Lead, coach, and develop the Guest Experience and Front Office team to deliver exceptional service standards.
• Conduct regular training sessions focused on guest engagement, luxury service delivery, and service recovery.
• Foster a positive, collaborative and high-performing team culture.
• Support recruitment, onboarding, performance management and succession planning within the department.
• Provide regular feedback and recognition to team members.

Lobby Operations & Brand Representation

• Maintain a visible presence within guest-facing areas, particularly during peak arrival and departure periods.
• Ensure the lobby experience reflects the warmth, sophistication, and service philosophy of Conrad Kuala Lumpur.
• Collaborate with operational teams to ensure guest-facing environments are consistently maintained to the highest standards.
• Represent the hotel professionally during guest interactions, events, and VIP engagements.
• Promote the Conrad culture trough authentic hospitality and meaningful guest connections.

Cross-Department Collaboration

• Work closely with Front Office, Housekeeping, Food & Beverage, Sales & Marketing, and other departments to ensure seamless guest experiences.
• Attend operational meetings and provide updates on guest feedback, VIP arrivals and service initiatives.
• Support hotel-wide projects that contribute to guest satisfaction and brand enhancement.
• Ensure effective communication of guest preferences and operational requirements across departments.

Operational Standards & Compliance

• Ensure compliance with hotel policies, security procedures, health and safety regulations and brand standards.
• Maintain confidentiality and professionalism when handling guest information.
• Prepare reports on guest satisfaction metrics, service recovery case, and guest engagement initiatives.
• Assist in budget planning and resource management related to guest experience programmes.
• Carry out any other duties and responsibilities reasonably assigned by management.
• To ensure that the Conrad Brand and Forbes Standards are fully implemented and demonstrated by all team members.
• To fully embrace the values of Hilton Worldwide and Conrad Hotels and Resorts.
• To be fully familiar with the Conrad Brand Standards and the Quality Assurance Audit and to follow these standards of service at all times.

Expectations

The Guest Experience Manager is expected to:

• Lead by example and consistently demonstrate exceptional hospitality.
• Maintain a strong presence in guest-facing areas and build meaningful guest relationships.
• Demonstrate excellent leadership, coaching, and interpersonal skills.
• Remain calm, confident, and solution-oriented under pressure.
• Anticipate guest needs and proactively create memorable experiences.
• Drive continuous improvement in guest satisfaction and service delivery.
• Uphold the highest standards of professionalism, integrity, and brand representation.

• Diploma or Degree in Hospitality Management, Hotel Management, Business or a related field preferred.
• Minimum 3-5 years of experience in Guest Relations, Front Office, Guest Experience or Luxury Hospitality operations.
• Previous supervisory or management experience in luxury hotel environment preferred.
• Strong understanding of luxury guest service standards and personalised hospitality.
• Excellent communication, relationship-building and problem-solving skills.
• Experience managing guest feedback, service recovery and loyalty initiatives.
• Proficiency in hotel property management systems and guest profile management platforms.
• Strong organisational skills with the ability to manage multiple priorities in a face-paced environment.
• Professional presentation, emotional intelligence and attention to detail.
• Excellent verbal and written communication skills in English.