Guest Experience Manager/ Quản lý Trải nghiệm khách hàng

OVERALL ROLE

• Is a member of the hotel's management board, and works cross-departmentally with all departments.
• Has a perfect understanding and clear vision of the brand's guest promise, is exemplary in their manner and behaviour.
• Is a coach and a project leader.
• Is the guests' voice within the hotel; centralises, analyses and processes all available information concerning guests' perceptions of the services and products provided by the hotel.
• Is responsible for implementing the Pullman Guest Experience Program (PGEP) with the management board and throughout the hotel.
• Coordinates and manages the PGEP concerning the continuous improvement process and project.
• Provides necessary explanations and training for the hotel's heads of department in the use of the associated working methods and tools. Supports the heads of department in establishing a continuous improvement process and in introducing any necessary changes in working methods.
• In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible.

MAIN RESPONSIBILITIES

• Has regular and close contact with hotel guests. Organises meetings with guests to collect feedbacks and ideas.
• Makes recommendations and propositions to the managers.
• Ensures that the PGEP tools (modules on standards implementation, internal surveys, audits, social media) are deployed, used and understood.
• Maintains the accuracy and consistency of data and information within the PGEP tools.
• Responds to guest comments and monitors correspondence with the guest.

• 05 working days or 40 hrs per week.
• Social - Health Insurance per labor law.
• Meal Allowance on duty ( 03 meals per day if stay at staffhouse )
• Uniform.
• Free Accommodation at nice, modern and comfortable staff house.
• On board Travel expense support.

• Similar experience preferably in the international hotels/resorts.
• Fluent English, Vietnamese, 3rd language is a plus.
• Excellent customer service oriented mind

Please send your resume in English.