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26/12/2014 GUEST EXPERIENCE MANAGER Job Reference 164149 • Job Category Administration - Others | Office Team member (m/f) HOTEL OR ENTITY PULLMAN HANOI Managed hotel Within close proximity to government, diplomatic and business offices and a 10 minute drive to the traditional charm of Old Hanoi the hotel’s location provides easy access to discover the city. CONTRACT Job Level Job/Foreigner under local employment status More information Fixed-term contract: Yes Duration of fixed-term contract (in months): 12 Status Full Time Anticipated Start Date 12-01-2014 Salary - Wage Negotiable CONTACT Hoang Thuy HONG [email protected] (84-4) 37330808 SKILLS Level of Education Bachelor / Licence Areas of study Hospitality Management Professional experiences 3 to 5 years Languages essential English (Primary tongue) Optional languages Vietnamese (Intermediate) ESSENTIAL AND OPTIONAL REQUIREMENTS - Minimum of 3 years’ experience in the hospitality/food & beverage, leisure & tourism, health sectors, audit, consultancy, training, executive assistance, guest experience, quality - Knowledge of quality certification processes - Previous experience in multi-cultural environment - Fluent in English and national language - Attention to detail and quality - Excellent writing and speaking skills - Able to work in project mode - Leadership -Teaching skills Excel Power Point Word Opéra • Is a member of the hotel's management board, and works cross-departmentally with all departments. • Has a perfect understanding and clear vision of the brand's guest promise, is exemplary in their manner and behavior. Is a coach and a project leader. • Is the guests' voice within the hotel; centralises, analyses and processes all available information concerning guests' perceptions of the services and products provided by the hotel. • Is responsible for implementing the Pullman Guest Experience Program (PGEP) with the management board and throughout the hotel. • Coordinates and manages the PGEP concerning the continuous improvement process and project. • Provides necessary explanations and training for the hotel's heads of department in the use of the associated working methods and tools. Supports the heads of department in establishing a continuous improvement process and in introducing any necessary changes in working methods. • In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible PULLMAN AND ITS PEOPLE The Pullman promise is built around its three values: commitment, adaptability and creativity, and these are orchestrated throughout the hotel by a specific human resources and management policy: • Body & Soul, the service attitudes model developed by Pullman • Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions • A Pullman “school” of leadership, focusing on creativity. KEY TASKS City Ha Noi State North Country Vietnam

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  • 26/12/2014GUESTEXPERIENCEMANAGERJobReference164149JobCategoryAdministration-Others|OfficeTeammember(m/f)

    HOTELORENTITY

    PULLMANHANOI

    Managedhotel

    Withincloseproximitytogovernment,diplomaticandbusinessofficesanda10minutedrivetothetraditionalcharmofOldHanoithehotelslocationprovideseasyaccesstodiscoverthecity.

    CONTRACT

    JobLevelJob/Foreignerunderlocalemploymentstatus

    Moreinformation

    Fixed-termcontract: Yes

    Durationoffixed-termcontract(inmonths):

    12

    Status FullTime

    AnticipatedStartDate 12-01-2014

    Salary-Wage Negotiable

    CONTACTHoangThuyHONG [email protected](84-4)37330808

    SKILLS

    LevelofEducationBachelor/Licence

    AreasofstudyHospitalityManagement

    Professionalexperiences3to5years

    LanguagesessentialEnglish(Primarytongue)

    OptionallanguagesVietnamese(Intermediate)

    ESSENTIALANDOPTIONALREQUIREMENTS-Minimumof3yearsexperienceinthehospitality/food&beverage,leisure&tourism,healthsectors,audit,consultancy,training,executiveassistance,guestexperience,quality-Knowledgeofqualitycertificationprocesses-Previousexperienceinmulti-culturalenvironment-FluentinEnglishandnationallanguage-Attentiontodetailandquality-Excellentwritingandspeakingskills-Abletoworkinprojectmode-Leadership-Teachingskills

    ExcelPowerPointWordOpra

    Isamemberofthehotel'smanagementboard,andworkscross-departmentallywithalldepartments.Hasaperfectunderstandingandclearvisionofthebrand'sguestpromise,isexemplaryintheirmannerandbehavior.Isacoachandaprojectleader.Istheguests'voicewithinthehotelcentralises,analysesandprocessesallavailableinformationconcerningguests'perceptionsoftheservicesandproductsprovidedbythehotel.IsresponsibleforimplementingthePullmanGuestExperienceProgram(PGEP)withthemanagementboardandthroughoutthehotel.CoordinatesandmanagesthePGEPconcerningthecontinuousimprovementprocessandproject.Providesnecessaryexplanationsandtrainingforthehotel'sheadsofdepartmentintheuseoftheassociatedworkingmethodsandtools.Supportstheheadsofdepartmentinestablishingacontinuousimprovementprocessandinintroducinganynecessarychangesinworkingmethods.Incollaborationwiththeheadsofdepartment,developsprocessesanddefinesoradjustsoperationalactionsenablingthehoteltodeliveraproductandservicethatmatchestheguestpromiseascloselyaspossible

    PULLMANANDITSPEOPLEThePullmanpromiseisbuiltarounditsthreevalues:commitment,adaptabilityandcreativity, andtheseareorchestratedthroughoutthehotelbyaspecifichumanresourcesandmanagementpolicy:Body&Soul,theserviceattitudesmodeldevelopedbyPullmanWelcomer,Quality&AttitudeManager,EventManager-someofthenewPullmanprofessionsAPullmanschoolofleadership,focusingoncreativity.

    KEYTASKS

    CityHaNoi StateNorth CountryVietnam


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