Guest Experience Manager

4 weeks ago

NB, Canada PULLMAN Full time

Welcome to Pullman Lombok Merujani Mandalika Beach Resort. Our world is your playground.

Accor’s first premium-scale resort in Lombok, with 257 rooms, suites, and villas—many with private pools—merge island tradition and sophisticated contemporary style. Overlooking the endless Indian Ocean or the lush gardens, in perfect harmony with their surroundings.
Dining at Pullman Lombok Mandalika is conceived to energize the body, inspire the mind, and spark the palate. Two restaurants—including Sgara, the finest seafood restaurant in Lombok—and two bars serve food and drink blending the best of local and global influences. All set around our free-form pool, all with a backdrop of inspiring ocean views.
At Pullman Lombok, you’re free to do as much as you like. Or as little. The Pullman SPA creates personalized therapies for peace of mind, body, and soul. Pristine beaches nearby are a hub for surfers and snorkelers. Unlock your potential on guided running trails, putting you in touch with the island environment—and your inner self. And motor races at Pertamina Mandalika International Street Circuit are just a few minutes’ drive away.

Job Description

Job Purpose

This position is responsible for the supervision and management of the overall Guest Experience operations by ensuring that all service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

Primary Responsibilities

Guest Experience Operation

  1. Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.
  2. Ensure that Pullman Brand Standards and Loyalty are applied long-term throughout the hotel.
  3. Mobilize all players in the continuous improvement dynamics (process, indicators, follow-up, etc.).
  4. In conjunction with the Heads of Department and Team Leaders, build up the processes, actions, and working methods needed to fulfill the brand's customer promise.
  5. Translate the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.
  6. Mobilize and challenge all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests.
  7. Provide a methodological framework for Heads of Department to implement long-term Quality standards: analysis, diagnosis, action plan, and follow-up.
  8. Guarantee the global vision of customer satisfaction and the due application of the brand standards:
  1. Prepare and implement Pullman brand audits, both internally and externally.
  2. Centralize all customer satisfaction information with a main focus on the Voice of Guest program.
  3. Analyze results using indicators defined at Brand level and identify the hotel's specific aims.
  4. Present recommendations to managers and define possible improvement actions with them.
  5. Responsible for Response Rate.

Team Management

  1. Modify working methods to comply with the brand philosophy.
  2. Initiate a positive atmosphere that brings the different departments closer together, ensuring that each hotel is synonymous with its team of personnel.
  3. Ensure that the quality of service provided for guests is homogeneous throughout the hotel.
  4. Implement actions to increase the awareness of all personnel of quality issues, deploying training if needed.
  5. Responsible for quality and sustainable development in the hotel.
  6. Decide on the department's investments in conjunction with the Director of Rooms / General Manager.
Qualifications

Knowledge and Experience

  1. Diploma in Tourism & Hospitality Management.
  2. Minimum 3 years of relevant experience in a similar capacity.
  3. Excellent reading, writing, and oral proficiency in English language.
  4. Ability to speak other languages and basic understanding of local languages will be an advantage.
  5. Good working knowledge of MS Excel, Word, & PowerPoint.
  6. Strong leadership, interpersonal, and training skills.
  7. Good communication and customer contact skills.
  8. Results and service oriented with an eye for details.
  9. Ability to multi-task and work well in stressful & high-pressure situations.
  10. A team player & builder.
  11. Well-presented and professionally groomed at all times.
Additional Information
  1. Possess skills of leadership, developing, strategic thinking, problem-solving.
  2. Results and service oriented with an eye for details.
  3. Ability to multi-task and work well in stressful & high-pressure situations.
  4. A team player & builder.
  5. Well-presented and always professionally groomed.
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