Guest Experience Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Manager

Pullman Lombok Mandalika Beach Resort

Job Description
Primary Responsibilities

Guest Experience Operation

• Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
• Coach in behavioral skills and quality management
• Ensures that the following elements are applied long-term throughout the hotel
• Mobilizes all players in the continuous improvement dynamics (process, indicators, follow-up etc)
• In conjunction with the Heads of Department and Team Leaders, builds up the processes, actions and working methods needed to fulfill the brand's customer promise
• Translates the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.
• Mobilizes and challenges all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests, our distinctive quality standard
• Provides a methodological framework for Heads of Department, to implement long-term "Quality" standards: analysis, diagnosis, action plan and follow-up
• Guarantees the global vision of customer satisfaction and the due application of the brand standards:

- Prepares and implements Pullman brand audits, both internally and externally

- Centralizes all customer satisfaction information with main focus on Voice of Guest program

- Analyses results using indicators defined at Brand level and identifies the hotel's specific aims

- Presents recommendations to managers and defines possible improvement actions with them

• Responsible in Response Rate

Team Management

• Modifies working methods to comply with the brand philosophy
• Initiates a positive atmosphere that brings the different departments closer together, in order that each hotel is synonymous with its one and only team of personnel, operating in its own field
• Ensures that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel
• Implements actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.
• Responsible for quality and sustainable development in the hotel
• Decides on the department's investments in conjunction with the Director of Rooms / General Manager

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and training's as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel

Work Experience

Knowledge and Experience

• Diploma in Tourism & Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times

Benefits

- Employee benefit card offering discounted rates in Accor worldwide

- Learning programs through our Academies and the opportunity to earn qualifications while you work

- Opportunity to develop your talent and grow within your property and across the world

- Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21