Guest Experience Manager

Pullman Hotels & Resorts; Kota Bandung; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a dynamic Guest Experience Manager. This role involves supervising and managing overall guest experience operations to ensure service standards align with the hotel's strategic plan. You will collaborate with department heads to enhance processes and foster a positive atmosphere among staff. The ideal candidate will have strong leadership and communication skills, with a focus on customer satisfaction and quality standards. Join this forward-thinking company to make a meaningful impact in the hospitality sector.

Qualifications

• Minimum 3 years of experience in a similar role.
• Proficiency in English and knowledge of local languages is a plus.

Responsibilities

• Supervise Guest Experience operations ensuring service standards.
• Work with teams to develop processes fulfilling brand promises.
• Manage team effectively to ensure quality service across the hotel.

Skills

Leadership Skills

Customer Service Skills

Communication Skills

Multitasking

Problem-Solving Skills

Education

Bachelor's Degree in Hospitality Management

Relevant Certifications

Tools

MS Excel

MS Word

MS PowerPoint

Opera System

Job description

Company Description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Job Purpose

This position is responsible for the supervision and management of the overall Guest Experience operations by ensuring that all service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

Primary Responsibilities

Guest Experience Operation

1. Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.
2. Ensure that Pullman Brand Standards and Loyalty elements are applied long-term throughout the hotel (refer to I Auditor guidelines).
3. Mobilize all players in continuous improvement processes (process, indicators, follow-up, etc.).
4. Work with Department Heads and Team Leaders to develop processes, actions, and working methods to fulfill the brand's customer promise.
5. Translate the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.
6. Challenge all Heads of Department to ensure all employees embody Pullman expertise and behavioral standards in front of guests, maintaining the quality standard.
7. Provide a framework for implementing long-term 'Quality' standards: analysis, diagnosis, action plan, and follow-up.
8. Guarantee the overall customer satisfaction vision and proper application of brand standards, including internal and external brand audits and Voice of Guest program analysis.
9. Present recommendations to management and define improvement actions.
10. Oversee Response Rate management.
11. Manage the team effectively, fostering a positive atmosphere and ensuring homogeneous service quality across the hotel.
12. Implement training and awareness actions on quality issues for staff and Department Heads.
13. Ensure quality and sustainable development in the hotel.
14. Decide on department investments in collaboration with the Executive Assistant Manager Rooms Division and General Manager.

Qualifications

Knowledge and Experience

• Minimum 3 years of relevant experience in a similar role.
• Proficiency in English (reading, writing, speaking).
• Additional languages and understanding of local languages are advantages.
• Good knowledge of MS Excel, Word, & PowerPoint.

Competencies

• Strong leadership, interpersonal, and training skills.
• Excellent communication and customer service skills.
• Results and service-oriented with attention to detail.
• Ability to multitask and work under pressure.
• Team player and motivator.
• Well-presented and professional appearance.

Additional Information

• Prior experience with Opera or similar systems is an asset.
• Strong interpersonal and problem-solving skills.
• Fluency in English; additional languages are a plus.