Guest Experience Manager - Pullman Chennai Anna Salai

Company Description

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About The Role :

 Job Purpose 

This 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 Responsibilities 

 Guest Experience Operation 

Participate 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 Standardsand 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-up

Guarantees 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 them

Modifies working methods to comply with the brand philosophy

Initiates 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 field

Ensures that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel

Implements 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 hotel

Decides on the department's investments in conjunction with the Rooms Division Manager/ General Manager

Qualifications

Minimum 3 years of relevant experience in a similar capacity

Excellent reading, writing and oral proficiency in English language

Ability to speak other languages and basic understanding of local languages will be an advantage

Good working knowledge of MS Excel, Word, & PowerPoint

Additional Information

 WHAT IS IN IT FOR YOU: 

Come As You Are

Work With Purpose

Grow, Learn and Enjoy

Explore Limitless Possibilities