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.