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Advertised:27-03-13 | Closing Date:26-04-13
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The Westin Kuala Lumpur

The Westin Kuala Lumpur is part of the Starwood Hotels & Resorts Worldwide, Inc. which is one of the leading hotel and leisure companies in the world with 1,000 properties in nearly 100 countries and 145,000 employees at its owned and managed properties.

Manager – Guest Loyalty Programme
Kuala Lumpur

Responsibilities:

  • Be the Starwood Preferred Guest (SPG) Guest Loyalty Programme champion of the hotel in ensuring total satisfaction of all SPG guests
  • Provide personalized and welcoming experience to all guests of the different Tiers of SPG
  • Building and maintaining a personal interaction be means of obtaining feedback from guest, portrays caring, empathy and be empowered to make decision that will ensure guest’s needs are pro-actively anticipated.
  • Handling all SPG related correspondence with guests, internally and within Starwood
  • Actively pushing enrolments’ for the program, setting up goals and monitoring the same for the entire hotel
  • Knowing the information of the guest by means of looking through the profiles of the guest and anticipating their needs
  • Implementing and training of related guest experience enhancements
  • Assists the Guest Experience Manager (GEM) to oversee the operation of the Guest Experience Team
  • To be the expert in the Starwood Guest Experience index (GEI) with special focus on SPG guest surveys
  • To be the successor in line for the position of Guest Experience Manager
  • Managing projects, as assigned by Guest Experience Manager, in detail with an aggressive approach to deliverables and deadlines
  • Be accountable for achieving the KPI’s for GEL, GPS & SPG

Requirements:

  • Candidate must possess at least a Diploma or equivalent.
  • Working experience of guest relation or similar position at least 2 years.
  • Fluent English and Bahasa Malaysia
  • Excellent Communication skills, both verbal and written
  • Been ideally involved in customer loyalty programmes
  • Able to interpret data, being analytical and use the data to improve processes related to customer experience.
  • Must process basic literacy of Microsoft Office & Opera PMS systems
  • Require presentation & training skills
  • Credibility to interact with associates and leaders at all levels


 
PLEASE SUBMIT FULL CV, PHOTO, CURRENT & EXPECTED SALARY to address below:
 
DIRECTOR – HUMAN RESOURCES
The Westin Kuala Lumpur
199 Jalan Bukit Bintang, 55100 Kuala Lumpur
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The Westin Kuala Lumpur (293037-D)

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