Guest's Experience Manager/Director

? Minimum of 3-5 year experience in hotel operations/ quality assurance of hotel property in luxury segment
? Outgoing personality with natural leader skills to drive the team on the floor operation from A to Z
? Passionate in enhancing guest experience and transmit it to the team
? Excellent team player working effectively with front and back of house department
? Strong organizational skills to ensure a smooth and consistent top notch service
? Ability to work independently and use initiative
? SO Stylish, Sociable, Dynamic, and Creative.
? Good communicator and Coordinator who has excellent written and verbal communication skill in English and Thai.

This position will be responsible for the quality process in the hotel and ensuring that the Sofitel services/products are effectively delivered to our guests. She/he will be responsible for monitoring operational effectiveness and value creation through people, products and processes. She/He will be actively involved in the implementation of brand standards in the property and ensure that training courses related to brand standards are delivered to achieve higher guest satisfaction in the hotel.

Her/His additional role is also to create the link between the outside guests and the Hotel in terms of guests experience - So List and lifestyle activities ? cultural link and build the Hotel awareness to the outside guests to maximize the Hotel business development.

? As a ?Trust You Champion?, she/he is to compile Guest Satisfaction Index of the Hotel and conduct briefing with all HOD?s concerned.
? Investigate and reply to guests? feedback and/or complains.
? Provide Monthly results and analysis on guest information collected during the Quality Meeting.
? Monitor and ensure the implementation of the SO Philosophy and Brand standards. Submit detail report to GM/HM and all HODs concerned to encourage the implementation process.
? Take the role as the ?Brand Markers champion? for identifying elements of the Hotel's Guest Experience (products and services) that reflect the brand positioning. This is to differentiate our hotel from other international hotel brands.
? Provide creative and innovative input on "Brand Markers MISE EN SCENE" with the support of the department's Director / Department heads.
? As a ?Brand Champion? to ensure all standards are updated and communicated to the Executive committee. Establish an effective follow up procedure and final implementation.
? To act as a Brand Coordinator and to communicate with Regional team on related brand issues
? Conduct quarterly ?Self - assessment? based on the Mystery Guest Audit guidelines. Submit detail report to GM/HM and all HODs concerned.
? After each audit, coordinate and follow up closely with respective department heads (Food & Beverage, Housekeeping & Front Office?) on non-compliance areas of the Service Reference.
? Conduct and coordinate with Training department appropriate / necessary training and take corrective actions to ensure compliance.
? Conduct random spot checks on service standards and product quality on daily basis.
? Contribute to the annual Training and Development Plan and monthly Training Reports in regards to quality and standards.
? Coordinate/ conduct in-house & external training in regards to quality and standard.

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