Guest Experience Leader – VIP & Personalization

Accor Hotels; Kuching; On-site; MYR 60,000 - 100,000; Full time

Job summary

Accor Hotels, Pullman Kuching, is seeking a Guest Experience Manager to lead guest engagement and ensure warm, personalised stays. You will oversee the overall guest journey, coordinate with Front Office, Housekeeping and F&B, and drive proactive service recovery for VIPs and regular guests.

You will mentor team members, monitor guest feedback including TrustYou, prepare experience reports, and ensure compliance with Accor standards.

Qualifications

• Diploma or Degree in Hospitality Management or a related field.
• Minimum 3 years of experience in Front Office, Guest Relations or Guest Experience in a hotel environment.
• Strong guest service and communication skills.
• Confident in handling guest complaints and service recovery.
• Good understanding of hotel operations and guest journey.
• Strong interpersonal and problem-solving skills.
• Positive, friendly and approachable personality.
• Able to work independently and coordinate effectively with different departments.
• Good command of English; additional languages are an advantage.
• Willing to work shifts, weekends and public holidays.

Responsibilities

• Oversee and enhance the overall guest experience across the hotel.
• Welcome and engage with guests, especially VIPs and special occasions.
• Identify guest needs and follow up during their stay.
• Handle guest feedback, complaints and service recovery professionally.
• Monitor guest satisfaction scores and online reviews.
• Coordinate with Front Office, Housekeeping, F&B to resolve concerns.
• Ensure guest preferences are communicated and followed up.
• Gather feedback to identify improvement areas.
• Prepare guest experience reports for management.
• Support Front Office in delivering service standards.
• Coach team on engagement and recovery.
• Assist in creating guest engagement initiatives.
• Ensure compliance with Accor guest experience standards.
• Perform other duties as assigned.

Skills

Guest service

Communication

Problem solving

Interpersonal skills

Team coordination

Shift work

Education

Hospitality degree

Job description

Accor Hotels, Pullman Kuching, is seeking a Guest Experience Manager to lead guest engagement and ensure warm, personalised stays. You will oversee the overall guest journey, coordinate with Front Office, Housekeeping and F&B, and drive proactive service recovery for VIPs and regular guests.

You will mentor team members, monitor guest feedback including TrustYou, prepare experience reports, and ensure compliance with Accor standards.