Guests Experience Manager

Job description

Company Description

Reasons to work for Accor?

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At Accor, you can write every chapter of your story yourself, and together we can change the gastronomy and hotel industry of tomorrow. Discover the life that awaits you at Accor, visit https://careers.accor.com/.
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Job Description

Guest Experience Management

·  Coordinate with related departments (especially Housekeeping, Concierge, and F&B) to ensure smooth and consistent guest experiences.
·  Personalize services for VIP guests, Accor ALL members, and those with special requests.
·  Monitor and respond to guest feedback (Trust You, post-stay surveys, etc.).
·  Proactively approach and engage guests in the lobby, lounge, or around the hotel.
·  Executive Lounge Operations
·  Supervise daily lounge operations across key service periods (breakfast, tea time, cocktail hours, etc.).
·  Work with F&B to ensure quality of food & beverage meets brand standards.
·  Manage staff schedules, training, grooming, and team briefings.
·  Ensure a secure, tranquil, relaxing, and luxurious lounge environment.
·  Control lounge-related costs, inventory, and assets.

VIP Guest Handling

·  Prepare VIP arrival lists, coordinate pre-arrival checklists (room, amenities, welcome notes, etc.).
·  Personally greet VIPs, conduct farewells, and follow up throughout their stay.
·  Ensure confidentiality of VIP information and that guest history is accurately recorded in the PMS.

 Team Leadership & Supervision

·  Coach and evaluate the performance of GEM and lounge teams.
·  Conduct training on SOPs, complaint handling, and international guest etiquette.
·  Monitor grooming, behavior, and service mindset of each team member.

Administrative & Reporting Tasks

·  Prepare daily VIP reports and trackers, and update guest profiles in PMS.
·  Analyze Medallia and TrustYou results on a daily/weekly/monthly basis.
·  Oversee lounge assets, maintain logbooks, SOP files, and onboard new team members.

Additional Information

Pullman Ninh Binh a 283 rooms hotel and located in the heart of Ninh Binh city.

An upmarket Food and Beverage offerings with 3 Restaurants and 3 Bars and large meeting and events space. 2 swimming pool and large landscape.

Food ConneXion an All Day Dining experience live cooking from our talented Chefs from around the world, located on the Lobby level and complimented with an outdoor and indoor seating overlooking the Atrium and lavish external landscape, with pizza baked together at the live kitchen gives Food ConneXion a place to be with family and friends.

On the 27th floor we offer an innovative two in one concept of Cantonese cuisine and Mad Cow - Wine and Grill a signature Pullman steak restaurant.

Our 28th floor we offer a roof top bar and a pool and guests can enjoy sunset together with a stunning view of Trang An.

Great working environment and be part of pre-opening team.