Guest Experience Manager

• Manage and enhance the complete guest journey from pre-arrival to post-stay, ensuring consistency with Pullman brand standards.
  
• Create memorable, personalized experiences for business travelers, lifestyle guests, and long-stay guests.
  
• Actively engage with VIPs, Accor Live Limitless (ALL) members, repeat guests, and guests with special need

• Ensure Pullman service rituals and brand touchpoints are delivered consistently across all departments.
• Regularly review service processes to improve speed, efficiency, and guest satisfaction.
  
• Be visible in guest areas, proactively connecting with guests and teams.
  

Guest Feedback & Reputation Management

• Monitor guest feedback from surveys, online platforms, and in-house comments.
  
• Analyze guest satisfaction data (GSS, NPS, online reputation scores) and translate insights into action plans.
  
• Lead service recovery, handling guest concerns promptly and professionally.
  

Cross-Functional Collaboration

• Work closely with Front Office, Housekeeping, F&B, Sales, and Events to ensure seamless guest experiences, especially for MICE and corporate clients.
  
• Support operations during peak business and event periods.
  

• Competitive salary & benefits
  
• Professional working environment
  
• Service charge & meal allowance during pre-opening phase
  
• Comprehensive training & career development opportunities
  

• Bachelor’s degree in Business Administration, Hospitality, or related fields.
• Minimum 2 years of experience in similar administrative roles in hospitality.
• Excellent communication and interpersonal skills.
• High proficiency in English and Vietnamese (spoken & written).
• Strong organizational and time-management abilities.
  
• Integrity, discretion, and professionalism are essential.