Senior Manager, Guest Service

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land) is a one-of-a-kind integrated Hospitality, Health and Wellness destination anchored Traditional & Complementary Medicine, aspiring to enrich people’s lives in every way. REN aims to provide a luxurious nurturing haven for all, from Business Travelers to Holiday Makers, Athletes and Families.

Job Responsibilities

• Lead and manage the Guest Experience & Customer Service department to deliver service vision and standards.
• Develop and implement guest experience strategies aligned with business objectives.
• Build a strong guest‑centric culture through effective leadership, coaching, training, and team development.
• Ensure timely and professional handling of enquiries through phone, email, WhatsApp, social media, and other communication channels.
• Oversee the complete guest journey from initial enquiry, reservation, arrival, welcome, treatment/stay experience, po...