Guest Experience, Senior Manager

Company Description REN Wellness Retreat is an urban oasis in the city of Subang Jaya, less than 2km from the iconic Sunway Pyramid. Overlooking the peaceful Subang Ria lake, REN offers a private sanctuary where city energy meets natural calm, creating a space to restore, reconnect, and rejuvenate. Developed by IJM Land, REN reflects a strong commitment to advancing healthcare and wellness in Malaysia. Backed by IJM Land’s reputation for trusted communities and quality developments, REN is built on experience, stability, and integrity. Team members join a purpose-driven environment focused on elevating modern wellness experiences.Role Description The Guest Experience, Senior Manager is a full-time, on-site role based at REN Wellness Retreat in Subang Jaya. This role oversees the end-to-end guest journey, ensuring every touchpoint—from pre-arrival communication to post-stay follow-up—delivers an exceptional, personalized experience. Day-to-day responsibilities include leading and coaching guest-facing teams, setting service standards, monitoring guest feedback, and resolving complex service issues promptly and professionally. The Senior Manager collaborates with wellness, operations, and marketing teams to design and refine guest programs, packages, and experiences that align with REN’s brand and wellness philosophy. The role also involves analyzing guest satisfaction metrics, implementing continuous improvement initiatives, and representing REN as a visible, approachable leader committed to a welcoming and inclusive environment.Qualifications Demonstrated experience in guest experience, hospitality, or wellness retreat management, with a track record of leading service-focused teams.Strong skills in customer service, conflict resolution, and relationship management, with the ability to handle diverse guest needs sensitively and professionally.Experience in operational planning, process improvement, and coordination across departments to enhance overall guest journey and service quality.Proficiency in communication and presentation, including the ability to brief team members, engage stakeholders, and respond clearly to guest feedback.Familiarity with guest management systems, reservation platforms, and basic data analysis to track performance and inform decision-making.Ability to mentor and develop team members, foster a positive workplace culture, and role-model inclusive, respectful behavior.Strong organizational and time management skills, with the capacity to manage multiple priorities in a fast-paced, guest-centric environment.Bachelor’s degree in hospitality management, business, wellness, or a related field, or equivalent practical experience.Prior experience in luxury hospitality, spa, wellness retreats, or lifestyle brands is highly beneficial.Comfort working on-site with flexible hours, including weekends or holidays based on operational needs.