Assistant Guest Experience & Loyalty Manager

Company Description

Pullman Bali Legian Beach is a beach front resort in a urban chic style, located between the exciting Kuta and Legian Beach, only 20 minutes drive from Ngurah Rai International Airport.

The hotel offers 365 beautiful, spacious rooms & suites. While for business purpose, ballroom and meeting rooms are available for conference up to 350 guests.

Job Description

Ensure the smooth and efficient daily operation of the Guest Experience department.

1. Oversee the implementation and compliance of brand standards, including Leading Quality Assurance (LQA) audits.
2. Manage guest feedback platforms (e.g., TrustYou, RPS) to monitor satisfaction and identify improvement areas.
3. Drive loyalty program performance by achieving ALL enrollment targets and increasing member engagement.
4. Enhance guest experiences through proactive engagement and seamless service recovery.
5. Manage and ensure the successful execution of the guest loyalty program to build strong relationships with loyal guests and VIPs.
6. Collaborate with all Heads of Departments to address guest feedback and ensure excellent service delivery.
7. Foster a guest-centric culture within the team through training, coaching, and motivation.

Qualifications

2 years experience at the in position in 5 stars International Hotel Chain.

Very good communication skills.

Diploma in Hospitality.

Strong Leadership.