Sepenuh Masa Guest Relation Agent Jobs, in The Westin Desaru Coast Resort - Maukerja

Company Description The Westin Desaru Coast Resort is a wellness-focused coastal retreat set along the South China Sea in Johor, Malaysia, offering tranquil accommodations with scenic balconies and the signature Westin Heavenly Bed. Guests enjoy direct beach access, nearby attractions such as Adventure Waterpark Desaru Coast and Kota Tinggi Firefly Park, and a variety of dining options including healthy cuisine, creative cocktails, and an interactive kitchen concept. The resort features sophisticated venues for meetings, weddings, and events, including access to the adjacent Desaru Coast Conference Centre with over 1,252 square meters of event space. With a full-service spa offering holistic treatments, colorful sunsets, and attentive hospitality, the resort provides a revitalizing environment for both leisure and business travelers.
Role Description
The Guest Relation Agent is a full-time, on-site position based at The Westin Desaru Coast Resort, with a primary focus on delivering personalized experiences and building meaningful relationships with Marriott Bonvoy members, particularly Elite guests.
The role is responsible for proactively engaging with Marriott Bonvoy Elite guests throughout their stay, understanding their preferences and expectations, anticipating their needs, and ensuring they receive personalized recognition and experiences in line with Marriott Bonvoy and Westin brand standards.
The Guest Relation Agent acts as a key point of contact for Elite guests from pre-arrival through departure, monitoring daily Elite arrivals and departures, coordinating personalized arrangements, following up on guest preferences and special requests, and engaging with guests to create memorable and meaningful stays.
The role also supports guest feedback management, service recovery, and guest satisfaction, working closely with other departments to resolve concerns and ensure appropriate follow-up.
In addition to the primary Guest Relation and Marriott Bonvoy responsibilities, the role is expected to provide operational support to the Guest Service Agent/Front Office team when required, including assisting with check-in and check-out, handling guest enquiries, reservations, cashiering, telephone calls, and other front desk duties.
Key Responsibilities
Proactively engage and build relationships with Marriott Bonvoy Elite members throughout their stay.
Monitor and manage daily Elite arrivals, in-house guests, and departures to ensure appropriate recognition and personalized service.
Review guest profiles, preferences, previous stay information, special occasions, and relevant guest notes to personalize interactions.
Conduct regular guest engagement and check-ins with Elite guests to understand their needs and enhance their stay experience.
Coordinate personalized amenities, special requests, celebrations, room preferences, and other arrangements with relevant departments.
Ensure Marriott Bonvoy Elite benefits and recognition are delivered accurately and consistently.
Identify opportunities to enhance the guest experience through meaningful engagement and appropriate resort offerings.
Handle guest feedback, concerns, and complaints professionally, ensuring timely resolution and appropriate follow-up.
Maintain accurate records of guest interactions, preferences, feedback, and service recovery actions.
Work closely with Front Office, Housekeeping, F&B, Recreation, Spa, and other departments to fulfill guest needs.
Support guest satisfaction initiatives and contribute to positive guest survey results and loyalty engagement.
Promote resort facilities, experiences, and relevant hotel offerings based on individual guest interests.
Maintain strong knowledge of Marriott Bonvoy benefits, Elite recognition standards, resort facilities, outlets, and local attractions.
Uphold Marriott International and Westin brand standards in all guest interactions.
Provide operational support to Guest Service Agent/front desk functions when required, including check-in/check-out, guest enquiries, reservations, cashiering, telephone handling, and other front office duties.
Assist the Front Office team during periods of high occupancy, peak arrival/departure periods, weekends, and public holidays.
Perform other reasonable duties as assigned by the management team.