Assistant Guest Experience & Loyalty Manager

Job description

Company Description

Pullman Bali Legian Beach is a beach front resort in a urban chic style, located between the exciting Kuta and Legian Beach, only 20 minutes drive from Ngurah Rai International Airport.

The hotel offers 365 beautiful, spacious rooms & suites. While for business purpose, ballroom and meeting rooms are available for conference up to 350 guests.

Job Description

Ensure the smooth and efficient daily operation of the Guest Experience department.

• Oversee the implementation and compliance of brand standards, including Leading Quality Assurance (LQA) audits.

• Manage guest feedback platforms (e.g., TrustYou, RPS) to monitor satisfaction and identify improvement areas.

• Drive loyalty program performance by achieving ALL enrollment targets and increasing member engagement.

• Enhance guest experiences through proactive engagement and seamless service recovery.

• Manage and ensure the successful execution of the guest loyalty program to build strong relationships with loyal guests and VIPs.

• Collaborate with all Heads of Departments to address guest feedback and ensure excellent service delivery.

• Foster a guest-centric culture within the team through training, coaching, and motivation.''

Qualifications

2 years experience at the in position in 5 stars International Hotel Chain

Very good communication skills

Diploma in Hospitality 

Strong Leadership