Assistant Guest Experience Manager

Date Posted: Posted30+ hari yang lalu
Salary:
MGALLERY
Yogyakarta
Apply Now Whatsapp to Friend Save This Job

Job Description

Job Description
  • Leads and supports all Guest Experience initiatives within the property
  • Supports in driving a Guest-centric culture in the hotel and in creating awareness and understanding among Ambassadors/employees on the importance of the Guest Experience
  • Conducts Guest Experience Management induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment
  • Champions the internal communication of Guest Experience related matters to all Ambassadors/employees in the hotel
  • 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)
  • Collects direct feedback from Guests and facilitates new ways of collecting insights
  • Represents Guest Experience (is the internal Voice of the Guest) daily at the morning briefing (Luxury Forum) with updates, highlighting points for improvement and praises
  • Conducts a weekly Guest Experience meeting with Department Heads, communicates performance, supporting and pushing Management Action Plans
  • Conducts a monthly Guest Experience meeting with Operations to address recurrent Guest feedback and challenges, performing root-cause analysis, problem resolution & prevention plans, following-up on necessary actions and implementation
  • Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
  • Is fully knowledgeable about the brand standards and facilitates, checks and ensures full implementation at the hotel by the teams
  • Works closely with Department Heads to assess service standards and delivery on a regular basis
  • Conducts regular property self-assessments on the brand standards and other quality programs (full self-assessments at a minimum 4 times per year)
  • Works with and supports Department Heads to prepare for Brand Assurance mystery visits
  • Participates to the yearly review and update of operational brand standards by contributing with relevant feed-back to Regional/Global teams
  • Leads and develops a team of Guest Experience Champions within the hotel to conduct deep-dives/self-assessments and identify improvement opportunities and solutions
  • Conducts Brand Assurance refresher trainings from time to time to all Department Heads
  • Reviews MAPs proposed by each department post mystery visit, supports and follows-up implementation by Department Heads
  • Works in partnership with all relevant external partners to ensure training is conducted where applicable, e.g. HOTSOS, VOG Trust You, Signature, etc.
  • Ensures 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)
  • Contributes to the development and implementation of Management and/or Ambassadors/Employees trainings
  • Reviews and communicates best practices implemented in other LUB hotels, follows-up on implementation at the property whenever relevant
  • Attends Regional/Global Guest Experience meetings/trainings as required

Work Experience
  • Discipline, good attitude and self motivated
  • Passionate in guest experience and satisfaction
  • Able to work in a team & good communication
  • Fluent in English both written and verbally
  • Must have experienced in the same position at least 2 years in an upscale hotel
  • Hotel or Business School graduates Higher Diploma or Bachelor Degree

Benefits
  • Training and Talent development opportunities
  • Be a part of Global Community of Hospitality Industry
  • Opportunity to grow your career
  • A Bienvenue Card – offering a special staff rate at our hotels.

Related Jobs

Job Detail

  • Job Id
    79718630260c6666
  • Location
    Yogyakarta
  • Company
    MGALLERY
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact MGALLERY

Sponsored by

https://halokerja.id connects jobseekers and recruiters by accurately matching candidate profiles to the relevant job openings through an advanced 2-way matching technology. While most job portals only focus on getting candidates the next job, Shine focuses on the entire career growth of candidates.

Quick Links
Jobs By Industry
Latest Job
Copyright © 2026 halokerja.id . All Rights Reserved.