Guest Excellence Manager

The Guest Excellence Manager is pivotal in elevating the overall guest
experience and creating brand awareness and recognition. This role supports
the General Manager and Operational HODs to ensure guest feedback is managed,
guest activities are monitored for relevance and revenue enhancement. This role
will also work closely with the Hotel Marketing Team to ensure brand compliance
in operational areas. 1. Quality and Reputation Management • Develops
methodologies, frameworks, and strategies aligned with guest excellence
and Dusit’s signature guest experience. • Complies with quality
standards for products and services in line with Dusit Brand and Operational
Standards. • Ensures all employees receive company’s service quality
training. • Advises management on compliance issues and conducts quality-related
activities including internal audits and validates quality processes to maintain
standards. • Champion the Guest Engagement Platform. • Coordinates
with management for guest expectations & satisfaction analysis
to enhance service quality. 2. Customer Experience (CX) Management • Strategic
Collaboration: Fostering collaboration and innovation with relevant divisions
to ensure proper execution of all CX activities and events. • Event Planning
and Quality Oversight: Manages and enhances hotel experiences by developing
and executing signature activities and events focused on customer engagement
and satisfaction.

Maintains oversight of consistency and quality, ensuring programming is aligned
with brand’s value, current trends and guest interests. • Revenue Enhancement:
Collaborates with respective division heads to drive revenue through innovative
CX experiences and programming, aligned with broader business goals. 3.
Sustainability management • Strategize and manage implementation of Tree
of Life, focusing on maximizing net positive impact. • Foster collaboration
among departments and between Dusit and external stakeholders to ensure
effective execution of sustainability initiatives. • Track sustainability
performance and progress of ‘Tree of Life’ in accordance with the relevant
requirements and standards, and timeline administered by Corporate
Sustainability and report to Corporate Office in a timely manner. 4. Operational
Brand Compliance • Monitors compliance of all brand signatures in hotel
operations, incl. but not limited to music, scent, decoration, equipment
and set-up of facilities and activities. • Fosters collaboration with various
teams in the hotel to make sure that physical brand compliance is met in all
guest touchpoints. • Liaise with Marketing to work on on-brand promotional
materials for CX experiences and programming. OTHERS • Operate as a key point
of contact for the hotel on RPS, CX, Sustainability – Tree of Life: o
Establish and maintain strong relationships with key stakeholders both internal
and external on sustainability. o Source local and international content
and connect/collaborate with stakeholders to enhance guest experiences. • Any
other duties as assigned by the General Manager. JOB REQUIREMENTS &
QUALIFICATIONS • Minimum education of bachelor’s degree in Hotel Management
or relevant discipline • Minimum of 3-5 years in hotel operations or relevant
equivalent field. • Knowledgeable in hotel operations e.g., Front Office,
Executive Floor, Housekeeping, Food & Beverage, Events, etc. • Have good
English communication skills both in written and spoken. • Exceptional
communication, negotiation, and interpersonal skills, with a keen attention
to detail. • Strong leadership and team management skills with the ability
to inspire and motivate a diverse team to achieve excellence. • Creative mindset
with a passion for innovation and a commitment to delivering memorable guest
experiences. • Ability to thrive in a fast-paced, dynamic environment and manage
multiple projects simultaneously. tail-oriented and possess pleasant personality
with excellent communication and interpersonal skills.