Guest Experience Manager

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

Company Description

Pullman Kuching is centrally located in the Kuching Golden Triangle, enjoying pride of place on Jalan Mathies hill, with panoramic city and river views. The first Pullman hotel in this vibrant city, Pullman Kuching features 389 spacious, contemporary rooms and offers easy access to renowned Borneo national parks. The hotel is ideal for business guests, offering an abundance of conferencing space, state of the art facilities and technology, plus a range of trendy restaurants and bars, and a high-end spa.

Job Description

Job Summary

The Guest Experience Manager is responsible for ensuring guests receive a warm, personalised and memorable experience throughout their stay. The role focuses on guest engagement, service recovery, feedback management and maintaining high guest satisfaction standards.

Key Responsibilities

• Oversee and enhance the overall guest experience throughout the hotel.
• Welcome and engage with guests, especially VIPs, repeat guests and special occasions.
• Proactively identify guest needs and ensure appropriate follow-up during their stay.
• Handle guest feedback, complaints and service recovery professionally and promptly.
• Monitor guest satisfaction scores and online guest reviews, including TrustYou feedback.
• Coordinate with Front Office, Housekeeping, F&B and other departments to resolve guest concerns.
• Ensure guest preferences and special requests are properly communicated and followed up.
• Conduct regular guest interaction and gather feedback to identify areas for improvement.
• Maintain accurate records of guest feedback, complaints and recovery actions.
• Support the Front Office team in delivering consistent service standards.
• Coach and guide team members on guest engagement and service recovery.
• Assist in creating guest engagement initiatives and personalised experiences.
• Ensure compliance with hotel and Accor guest experience standards, policies and procedures.
• Prepare and share guest experience reports and highlight recurring issues to management.
• Perform other duties as assigned by the Rooms Division / Management.

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.