Guest Excellence Assistant Manager

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
• Champions the Guest Engagement Platform
• Coordinates with management for guest expectations & satisfaction analysis to enhance service quality

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

Sustainability Management

• Strategizes and manages implementation of Tree of Life, focusing on maximizing net positive impact
• Fosters collaborations among departments and between Dusit and external stakeholders to ensure effective execution of sustainability initiatives
• Tracks sustainability performance and progress of