Assistant Guest Experience Manager - F&B

Job description

Key tasks

- Assistant Guest Experience Manager works closely with F&B Department to assess service standards and delivery on a regular basis.
- Has a perfect understanding and clear vision of the brand’s guest promise, is exemplary in their manner and behavior.
- Is the guest’s voice within the hotel; centralizes, analyses and processes by the hotel.
- Provides necessary explanations and training for the hotel’s Outlet Manager in establishing a continuous improvement process and in introducing any necessary changes in working flow.
- In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible.
- Works closely with Guest Experience Champions within the hotel to conduct deep-dives / self assessments and identify improvement opportunities and solutions.
- Respond to all Guest feedback. E.g. VOG, TrustYou, and guest-generated content on various social media platform or travel site.
- Reviews and communicates best practices implements in other LUXE hotels, follows up on implementation at the property whenever relevant.
- Champions the internal communication of Guest experience related matters to all connectors in the hotel
- Support Guest Experience Manager in driving a guest-centric culture in the Hotel & Residences and in creating awareness and understanding among connectors on the importance of the Guest Experience.

Pullman and its people

The Pullman promise is built around its three values: commitment, adaptability and creativity , and these are orchestrated throughout the hotel by a specific human resources and management policy:

• Body & Soul, the service attitudes model developed by Pullman

• Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions

• A Pullman “school” of leadership, focusing on creativity.

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English (Primary tongue)

Essential and optional requirements

- Capacity to work independently and with stakeholders in order to enhance the Guest Experience relevant / innovative products, services and programs of Food & Beverage
- The ability to create and lead a guest journey culture at the property.
- Be able to lead and foster excellence and innovation.

·  Excel
·  Power Point
·  Word
·  Opéra