Guest Experience Manager at Accor

Pujut, West Nusa Tenggara, Indonesia -

Full Time

Start Date

Immediate

Expiry Date

10 Sep, 26

Salary

0.0

Posted On

12 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Interpersonal Skills, Customer Contact Skills, Training Skills, Multi-tasking, Problem Solving, Strategic Thinking, MS Excel, MS Word, MS PowerPoint, Opera PMS, Guest Experience Management, Brand Audit Implementation, Quality Standard Analysis, Team Building, Service Orientation

Industry

Hospitality

Description

Company Description 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 Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues. Ensures that the following elements are applied long-term throughout the hotel: Pullman Brand Standards and Loyalty (those elements are refer to I Auditor guidelines) 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 Executive Assistant Manager Rooms Division and Commercial / General Manager Qualifications Knowledge and Experience 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 Additional Information experience is an asset Prior experience working with Opera or a related system Strong interpersonal and problem solving abilities Fluency in English, additional languages are a plus Additional Information Possess skills of leadership, developing, strategic thinking, problem solver. Excellent communication. 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 always professionally groomed. Job-Category: Rooms Job Type: Temporary Job Schedule: Full-Time

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

Supervise and manage overall Guest Experience operations to ensure service standards align with the hotel's strategic plan and Pullman brand standards. Coordinate with department heads to implement quality improvements and analyze customer satisfaction via the Voice of Guest program.