Guest Excellence Manager

About the Role

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, and works closely with the Hotel Marketing Team to ensure brand compliance in operational areas.

Responsibilities

• Quality and Reputation Management: Develop methodologies, frameworks, and strategies aligned with guest excellence and Dusit’s signature guest experience; comply with quality standards for products and services in line with Dusit Brand and Operational Standards; ensure all employees receive company service quality training; advise management on compliance issues, conduct internal audits and validate quality processes; champion the Guest Engagement Platform; coordinate with management for guest expectations and satisfaction analysis.
• Customer Experience (CX) Management: Foster collaboration and innovation with relevant divisions to ensure proper execution of CX activities and events; manage and enhance hotel experiences by developing and executing signature activities and events focused on customer engagement and satisfaction; maintain oversight of consistency and quality to ensure programming aligns with brand values, current trends and guest interests; collaborate with division heads to drive revenue through innovative CX experiences and programming.
• Sustainability Management: Strategize and manage implementation of Tree of Life to maximize net positive impact; foster collaboration among departments and between Dusit and external stakeholders to execute sustainability initiatives; track sustainability performance and progress of Tree of Life according to requirements and timelines and report to Corporate Office.
• Operational Brand Compliance: Monitor compliance of all brand signatures in hotel operations (including music, scent, decoration, equipment and set-up of facilities and activities); work with various teams to ensure physical brand compliance at all guest touchpoints; liaise with Marketing on on-brand promotional materials for CX experiences and programming.
• Other duties: Operate as key point of contact for the hotel on RPS, CX, Sustainability – Tree of Life; establish and maintain strong relationships with internal and external stakeholders; source local and international content and connect/collaborate with stakeholders to enhance guest experiences; perform any other duties as assigned by the General Manager.

Qualifications

• Bachelor’s degree in Hotel Management or relevant discipline.
• Minimum 3–5 years in hotel operations or relevant equivalent field, with knowledge of Front Office, Executive Floor, Housekeeping, Food & Beverage, Events, etc.
• Good English communication skills, both written and spoken.
• Exceptional communication, negotiation and interpersonal skills with 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.