Guest Experience Manager (Fluent in Thai & English)

- Strong user knowledge of Microsoft Outlook and Microsoft Office tools
- Strong background in hotel operations
- Strong experience with the setup and management of a Quality Management System;
- Experience in partnering and working closely with different stakeholders at various levels including Regional/Global teams;
- International experience, having worked in different continents and being sensitive to different cultures and ways of life
Perfectly fluent in English and local language, French or another language a plus
- Analytical
- Team player
- Detail-oriented
- Innovative, creative
- Digitally-oriented
- Organized
- Accountable
- People-oriented
- Multi-disciplinary, multi-tasked
- Passion for people and for best-in-class service

- Leads and supports all Guest Experience initiatives at the property
- Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders (at a minimum once a week)
- Represents Guest Experience daily at the morning briefing with updates and highlights points for improvement and guest praise
- Conducts induction on Guest Experience for all new Department Heads/Managers within the first month of employment
- Conducts a weekly Guest Experience meeting with Department Heads, communicates performance, supports Management Action Plan efforts
- Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
- Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year)
- Works with and supports Department Heads to prepare for LRA Brand Assurance audits
- Participates to the annual revision of Operational Brand Standards with Regional/Global teams
- Leads and develops a team of Guest Experience Champions to conduct deep dives/self-assessments and identify improvement opportunities and solutions
- Conducts Brand Assurance refreshers training from time to time to all Department Heads
- Reviews MAPs proposed by each department post-LRA Mystery Visit and supports implementation by Department Heads
- Works in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. HOTSOS, VOG Trust You, Diversey, Signature,-
- Ensure the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of negative reviews/feedback and at a minimum 50% of positive reviews/feedback)
- Reviews and communicates best practices implemented in other LUB hotels, follow-up on implementation at the property when relevant
- Attends Regional/Global Guest Experience meetings/training as required