Guest Experience Manager

Job PurposeThis position is responsible for the supervision and management of the overall Guest Experience operations by ensuring that all service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.Primary ResponsibilitiesGuest Experience OperationParticipate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues. Ensures that the following elements are applied long-term throughout the hotel: Pullman Brand Standards and Loyalty (those elements are refer to I Auditor guidelines)Mobilizes all players in the continuous improvement dynamics (process, indicators, follow-up etc.In conjunction with the Heads of Department and Team Leaders, builds up the processes, actions and working methods needed to fulfill the brand's customer promise.Translates the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.Mobilizes and challenges all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests, our distinctive quality standard Provides a methodological framework for Heads of Department, to implement long-term "Quality" standards: analysis, diagnosis, action plan and follow-upGuarantees the global vision of customer satisfaction and the due application of the brand standards:- Prepares and implements Pullman brand audits, both internally and externally- Centralizes all customer satisfaction information with main focus on Voice of Guest program- Analyses results using indicators defined at Brand level and identifies the hotel's specific aims- Presents recommendations to managers and defines possible improvement actions with themResponsible in Response RateTeam ManagementModifies working methods to comply with the brand philosophyInitiates a positive atmosphere that brings the different departments closer together, in order that each hotel is synonymous with its one and only team of personnel, operating in its own fieldEnsures that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotelImplements actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.Responsible for quality and sustainable development in the hotelDecides on the department's investments in conjunction with the Executive Assistant Manager Rooms Division and Commercial / General Manager