Guest Experience Manager
The Guest Experience Manager is responsible for leading the Guest Experience team to create memorable guest journeys, maintain the highest service standards, and continuously improve the overall guest experience. The role ensures operational excellence, team leadership, and alignment with Pullman and Accor luxury brand standards.
Key Responsibilities
- Lead and develop the Guest Experience/Butler team to deliver exceptional guest service.
- Ensure all guest interactions meet Pullman and Accor Brand Standards.
- Monitor and enhance the entire guest journey from pre-arrival through post-departure.
- Handle VIP guests and special requests with a high level of personalization.
- Resolve guest complaints promptly and professionally to maximize guest satisfaction.
- Coordinate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and Security to ensure seamless operations.
- Analyze guest feedback, online reviews, and satisfaction scores to identify improvement opportunities.
- Develop service recovery strategies and ensure timely follow-up on guest issues.
- Coach, mentor, and conduct performance evaluations for team members.
- Ensure compliance with hotel policies, SOPs, and information confidentiality.
- Drive continuous improvement initiatives and implement hospitality best practices.
- Monitor departmental KPIs, guest satisfaction metrics, and operational performance.
- Prepare reports for senior management regarding guest experience trends and departmental achievements
- Bachelor's Degree or Diploma in Hospitality Management or a related field.
- Minimum 5 years of hospitality experience, including at least 2 years in a managerial position.
- Strong knowledge of Front Office Operations.
- Experience in luxury hotel guest service or Butler operations is highly preferred.
- Proficiency in Opera Property Management System (PMS) is an advantage.
- Excellent English communication skills (spoken and written).
- Strong leadership, organizational, and interpersonal skills.
- High attention to detail and problem-solving ability.
- Ability to work in a multicultural environment while maintaining guest confidentiality.
Why Join Us?
- Opportunity to be part of a leading international hospitality brand.
- Career growth and development within Accor Hotels.
- Dynamic and supportive work environment.