# Guest Experience Manager

**Company**: Accor
**Location**: Kuching, Sarawak
**Experience**: senior
**Job type**: full-time
**Category**: Hospitality
**Industry**: Hospitality

**Apply**: https://jobs.smartrecruiters.com/Accor/744000148750799-guest-experience-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0be28113-92b

## Description

We are seeking a Guest Experience Manager to join our team at Pullman Kuching, a 389-room hotel located in the heart of Kuching, Malaysia.

The Guest Experience Manager is responsible for ensuring guests receive a warm, personalised and memorable experience throughout their stay. The role focuses on guest engagement, service recovery, feedback management and maintaining high guest satisfaction standards.

Key Responsibilities:

- Oversee and enhance the overall guest experience throughout the hotel.

- Welcome and engage with guests, especially VIPs, repeat guests and special occasions.

- Proactively identify guest needs and ensure appropriate follow-up during their stay.

- Handle guest feedback, complaints and service recovery professionally and promptly.

- Monitor guest satisfaction scores and online guest reviews, including TrustYou feedback.

- Coordinate with Front Office, Housekeeping, F&B and other departments to resolve guest concerns.

- Ensure guest preferences and special requests are properly communicated and followed up.

- Conduct regular guest interaction and gather feedback to identify areas for improvement.

- Maintain accurate records of guest feedback, complaints and recovery actions.

- Support the Front Office team in delivering consistent service standards.

- Coach and guide team members on guest engagement and service recovery.

- Assist in creating guest engagement initiatives and personalised experiences.

- Ensure compliance with hotel and Accor guest experience standards, policies and procedures.

- Prepare and share guest experience reports and highlight recurring issues to management.

- Perform other duties as assigned by the Rooms Division / Management.

Qualifications:

- Diploma or Degree in Hospitality Management or a related field.

- Minimum 3 years of experience in Front Office, Guest Relations or Guest Experience in a hotel environment.

- Strong guest service and communication skills.

- Confident in handling guest complaints and service recovery.

- Good understanding of hotel operations and guest journey.

- Strong interpersonal and problem-solving skills.

- Positive, friendly and approachable personality.

- Able to work independently and coordinate effectively with different departments.

- Good command of English; additional languages are an advantage.

- Willing to work shifts, weekends and public holidays.

## Skills

### Required
- Hospitality Management
- Guest Service
- Communication
- Problem-solving
- Interpersonal Skills

### Nice to have
- Additional languages

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Accor/744000148750799-guest-experience-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)