Guest Experience Manager

Manage and enhance the complete guest journey from pre- arrival to post- stay, ensuring consistency with Pullman brand standards.
Create memorable, personalized experiences for business travelers, lifestyle guests, and long- stay guests.
Actively engage with VIPs, Accor Live Limitless (ALL) members, repeat guests, and guests with special need

Ensure Pullman service rituals and brand touchpoints are delivered consistently across all departments.
Be visible in guest areas, proactively connecting with guests and teams.
Regularly review service processes to improve speed, efficiency, and guest satisfaction.

Guest Feedback & Reputation Management

Lead service recovery, handling guest concerns promptly and professionally.
Monitor guest feedback from surveys, online platforms, and in- house comments.
Analyze guest satisfaction data (GSS, NPS, online reputation scores) and translate insights into action plans.

Cross- Functional Collaboration

Support operations during peak business and event periods.
Work closely with Front Office, Housekeeping, F&B, Sales, and Events to ensure seamless guest experiences, especially for MICE and corporate clients.

Integrity, discretion, and professionalism are essential.
Excellent communication and interpersonal skills.
Bachelor’s degree in Business Administration, Hospitality, or related fields.
High proficiency in English and Vietnamese (spoken & written).
Strong organizational and time- management abilities.
Minimum 2 years of experience in similar administrative roles in hospitality.

Competitive salary & benefits
Service charge & meal allowance during pre- opening phase
Comprehensive training & career development opportunities
Professional working environment

Cập nhật gần nhất lúc: 2025-12-29 06:15:03