Assistant Guest Experience & Loyalty Manager

Pullman Hotels & Resorts; Provinsi Bali; On-site; USD 30.000 - 45.000; Full time

Job summary

A leading beach resort in Bali seeks a Guest Experience Manager to ensure smooth operations in the Guest Experience department. The role involves overseeing brand standards, managing guest feedback, enhancing loyalty programs, and fostering a guest-centric culture. Ideal candidates will possess strong leadership skills and hospitality experience in a 5-star environment.

Qualifications

• 2 years experience at a 5-star International Hotel Chain.
• Very good communication skills.

Responsibilities

• Oversee implementation and compliance of brand standards.
• Manage guest feedback platforms to enhance satisfaction.
• Drive loyalty program performance and increase member engagement.

Skills

Leadership

Communication

Education

Diploma in Hospitality

Job description

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 378 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.

• Oversee the implementation and compliance of brand standards, including Leading Quality Assurance (LQA) audits.
• Manage guest feedback platforms (e.g., TrustYou, RPS) to monitor satisfaction and identify improvement areas.
• Drive loyalty program performance by achieving ALL enrollment targets and increasing member engagement.
• Enhance guest experiences through proactive engagement and seamless service recovery.
• Manage and ensure the successful execution of the guest loyalty program to build strong relationships with loyal guests and VIPs.
• Collaborate with all Heads of Departments to address guest feedback and ensure excellent service delivery.
• 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