Guest Excellence Manager

• Develops methodologies, frameworks, and strategies aligned with guest excellence and Dusit's signature guest experience.
• Complies with quality standards for products and services in line with Dusit Brand and Operational Standards.
• Ensures all employees receive company's service quality training.
• Advises management on compliance issues and conducts quality-related activities including internal audits and validates quality processes to maintain standards.
• Champion the Guest Engagement Platform.
• Coordinates with management for guest expectations & satisfaction analysis to enhance service quality.

• Strategic Collaboration: Fostering collaboration and innovation with relevant divisions to ensure proper execution of all CX activities and events.
• Event Planning and Quality Oversight: Manages and enhances hotel experiences by developing and executing signature activities and events focused on customer engagement and satisfaction. Maintains oversight of consistency and quality, ensuring programming is aligned with brand’s value, current trends and guest interests.
• Revenue Enhancement: Collaborates with respective division heads to drive revenue through innovative CX experiences and programming, aligned with broader business goals.

3. Sustainability management

• Strategize and manage implementation of Tree of Life, focusing on maximizing net positive impact.

• Foster collaboration among departments and between Dusit and external stakeholders to ensure effective execution of sustainability initiatives.

• Track sustainability performance and progress of ‘Tree of Life’ in accordance with the relevant requirements and standards, and timeline administered by Corporate Sustainability and report to Corporate Office in a timely manner.

4. Operational Brand Compliance

• Monitors compliance of all brand signatures in hotel operations, incl. but not limited to music, scent, decoration, equipment and set-up of facilities and activities.

• Fosters collaboration with various teams in the hotel to make sure that physical brand compliance is met in all guest touchpoints.

• Liaise with Marketing to work on on-brand promotional materials for CX experiences and programming.

OTHERS

• Operate as a key point of contact for the hotel on RPS, CX, Sustainability - Tree of Life:

o Establish and maintain strong relationships with key stakeholders both internal and external on sustainability.

o Source local and international content and connect/collaborate with stakeholders to enhance guest experiences.

• Any other duties as assigned by the General Manager.

• Uniform
  
• Duty Meals
• Insurance policy per current labor law.
• Accident Insurance 24/7
• Monthly service Charge
• Annual Health Check
• Participating job training, skill training by international hotel standards.
• Hotel's Activities
• Other benefits per Vietnam labor law.