Guest Experience Manager
Accor · Kuching, Sarawak, Malaysia
What the posting says
Each fact carries its state:Statedfound in the postingConflictstwo statements disagree, both quotedNot mentionedthe posting does not say
- Employment typeStated
- Full time
- ShiftStated
- weekend
- Willing to work shifts, weekends and public holidays.
from the posting - ExperienceStated
- 2-5 years
- EducationStated
- ['associate degree', 'bachelor degree']
Not mentioned in this posting
“Not mentioned” means the posting does not say. It is not a no. You could ask the recruiter.
- PayNot mentioned
- The posting does not say
- Work arrangementNot mentioned
- The posting does not say
- Visa sponsorshipNot mentioned
- The posting does not say
Requirements, each with its sentence from the posting
These are the employer’s words. The index does not judge whether you meet them.
- Diploma or Degree in Hospitality Managementrequired
Diploma or Degree in Hospitality Management or a related field
from the posting - Front Office, Guest Relations or Guest Experiencerequired
Minimum 3 years of experience in Front Office, Guest Relations or Guest Experience in a hotel environment
from the posting - Guest servicerequired
Strong guest service and communication skills
from the posting - Service recoveryrequired
Confident in handling guest complaints and service recovery
from the posting - Hotel operationsrequired
Good understanding of hotel operations and guest journey
from the posting - Problem-solvingrequired
Strong interpersonal and problem-solving skills
from the posting - Englishrequired
Good command of English
from the posting - Communicationrequired
Strong guest service and communication skills
from the posting - Interpersonal skillsrequired
Strong interpersonal and problem-solving skills
from the posting - Departmental coordinationrequired
coordinate effectively with different departments
from the posting - Additional languagespreferred
additional languages are an advantage
from the posting
Read the full posting as the employer wrote it
Company Description
Pullman Kuching is centrally located in the Kuching Golden Triangle, enjoying pride of place on Jalan Mathies hill, with panoramic city and river views. The first Pullman hotel in this vibrant city, Pullman Kuching features 389 spacious, contemporary rooms and offers easy access to renowned Borneo national parks. The hotel is ideal for business guests, offering an abundance of conferencing space, state of the art facilities and technology, plus a range of trendy restaurants and bars, and a high-end spa.
Job Description
Job Summary
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.
The posting text is reproduced as the employer wrote it; the index adds nothing to it.