Guest Excellence Manager

Quality and Reputation Management

Coordinates with management for guest expectations & satisfaction analysis to enhance service quality.
Complies with quality standards for products and services in line with Dusit Brand and Operational Standards.
Champion the Guest Engagement Platform.
Advises management on compliance issues and conducts quality- related activities including internal audits and validates quality processes to maintain standards.
Develops methodologies, frameworks, and strategies aligned with guest excellence and Dusit&039;s signature guest experience.
Ensures all employees receive company&039;s service quality training.

Customer Experience (CX) Management

Revenue Enhancement: Collaborates with respective division heads to drive revenue through innovative CX experiences and programming, aligned with broader business goals.
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.

Sustainability management
• 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.
• Foster collaboration among departments and between Dusit and external stakeholders to ensure effective execution of sustainability initiatives.
• Strategize and manage implementation of Tree of Life, focusing on maximizing net positive impact.
Operational Brand Compliance
• Fosters collaboration with various teams in the hotel to make sure that physical brand compliance is met in all guest touchpoints.
• 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.
• 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:
Source local and international content and connect/collaborate with stakeholders to enhance guest experiences.
Establish and maintain strong relationships with key stakeholders both internal and external on sustainability.
• Any other duties as assigned by the General Manager.

• Have good English communication skills both in written and spoken.
• Strong leadership and team management skills with the ability to inspire and motivate a diverse team to achieve excellence.
• Ability to thrive in a fast- paced, dynamic environment and manage multiple projects simultaneously.
• Creative mindset with a passion for innovation and a commitment to delivering memorable guest experiences.
• Minimum of 3- 5 years in hotel operations or relevant equivalent field.
• Minimum education of bachelor’s degree in Hotel Management or relevant discipline
• Exceptional communication, negotiation, and interpersonal skills, with a keen attention to detail.
• Knowledgeable in hotel operations e.g., Front Office, Executive Floor, Housekeeping, Food & Beverage, Events, etc.

Uniform
Hotel&039;s Activities
Insurance policy per current labor law.
Other benefits per Vietnam labor law.
Annual Health Check
Participating job training, skill training by international hotel standards.
Duty Meals
Monthly service Charge
Accident Insurance 24/7

Cập nhật gần nhất lúc: 2026-01-03 18:15:04