Guest Experience Manager
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Job Description
Has regular and close contact with hotel guests.
Organises meetings with guests to collect feedbacks and ideas.
Makes recommendations and propositions to the managers.
Ensures that the PGEP tools (modules on standards implementation internal surveys audits social media) are deployed used and understood.
Maintains the accuracy and consistency of data and information within the PGEP tools.
Responds to guest comments and monitors correspondence with the guest.
Uses process planning to help heads of department introduce and establish the PGEP on a lasting basis.
Provides support for heads of department in the implementation of the brands standards:
presents the brands standards and prioritises their implementation
ensures that the selfassessment process is applied (scheduling support for heads of department feedback)
manages any requests for exemptions.
Ensures that the action plans of the PGEP remain at least within the allocated budget and at best result in an increase in productivity.
Analyses the perceived value for money delivered by the hotel and makes recommendations as to how this indicator can be optimised.
Qualifications :
Minimum of 5 years experience in the hospitality/food & beverage leisure & tourism health sectors audit consultancy training executive assistance guest experience and quality.
Degree to Masters or equivalent Vocational degree Diploma or higher studies in Quality Vocational Masters or Engineering school.
Knowledge of quality certification processes.
Previous experience in a multicultural environment.
Attention to detail and quality
Excellent writing and speaking skills
Able to work in project mode
Leadership
Teaching skills
Pullman: a new service attitude centred on proximity sociability and sharing experience.
Ensure all staff embody the same mindset by developing each individuals sense of curiosity
openmindedness interpersonal skills and sense of initiative.
Additional Information :
LADN de la marque :
Ouverture desprit : curiosit accueil de diffrentes opinions remise en cause du statu quo
Aller de lavant : imagination motivation inspiration
Mener : volont de faire en sorte que le changement se produise
Dpassement : je me dpasse et donne le meilleur de moimme pour satisfaire le Client
Comptences
Solides comptences en leadership et en relations interpersonnelles
Excellentes comptences en communication et en contact avec la clientle
Orient vers les rsultats et le service avec un souci du dtail
Capacit effectuer plusieurs tches la fois bien travailler dans des situations stressantes et haute pression
Un joueur dquipe et un btisseur
Motivateur et autodidacte
Bien prsent et entretenu par des professionnels en tout temps
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
