Guests Experience Manager

AccorHotel

Hoa Lư, Ninh Bình, Vietnam permanent

Posted: November 3, 2025

Quick Summary

We are looking for a Guest Experience Manager to join our team in Hoa Lư, Ninh Bình, Vietnam. The ideal candidate will be responsible for ensuring the guest experience is exceptional, and will have a strong understanding of the importance of providing personalized service. The successful candidate will be a natural people person with excellent communication skills and a passion for delivering exceptional customer service.

Job Description

Reasons to work for Accor?

We are much more than a global leader. We welcome you as you are and with us you will find a profession and a brand that fits your personality.

We support you in growing and learning every day. We make sure that your work has meaning in your life and that you can explore the limitless possibilities of Accor on your journey with us.

At Accor, you can write every chapter of your story yourself, and together we can change the gastronomy and hotel industry of tomorrow. Discover the life that awaits you at Accor, visit https://careers.accor.com/.

Do what you love, contribute to the community in the world, and dare to challenge the status quo! #BELIMITLESS

Guest Experience Management

• Coordinate with related departments (especially Housekeeping, Concierge, and F&B) to ensure smooth and consistent guest experiences.
• Personalize services for VIP guests, Accor ALL members, and those with special requests.
• Monitor and respond to guest feedback (Trust You, post-stay surveys, etc.).
• Proactively approach and engage guests in the lobby, lounge, or around the hotel.
• Executive Lounge Operations
• Supervise daily lounge operations across key service periods (breakfast, tea time, cocktail hours, etc.).
• Work with F&B to ensure quality of food & beverage meets brand standards.
• Manage staff schedules, training, grooming, and team briefings.
• Ensure a secure, tranquil, relaxing, and luxurious lounge environment.
• Control lounge-related costs, inventory, and assets.

VIP Guest Handling

• Prepare VIP arrival lists, coordinate pre-arrival checklists (room, amenities, welcome notes, etc.).
• Personally greet VIPs, conduct farewells, and follow up throughout their stay.
• Ensure confidentiality of VIP information and that guest history is accurately recorded in the PMS.

 Team Leadership & Supervision

• Coach and evaluate the performance of GEM and lounge teams.
• Conduct training on SOPs, complaint handling, and international guest etiquette.
• Monitor grooming, behavior, and service mindset of each team member.

Administrative & Reporting Tasks

• Prepare daily VIP reports and trackers, and update guest profiles in PMS.
• Analyze Medallia and TrustYou results on a daily/weekly/monthly basis.
• Oversee lounge assets, maintain logbooks, SOP files, and onboard new team members.

Pullman Ninh Binh a 283 rooms hotel and located in the heart of Ninh Binh city.

An upmarket Food and Beverage offerings with 3 Restaurants and 3 Bars and large meeting and events space. 2 swimming pool and large landscape.

Food ConneXion an All Day Dining experience live cooking from our talented Chefs from around the world, located on the Lobby level and complimented with an outdoor and indoor seating overlooking the Atrium and lavish external landscape, with pizza baked together at the live kitchen gives Food ConneXion a place to be with family and friends.

On the 27th floor we offer an innovative two in one concept of Cantonese cuisine and Mad Cow - Wine and Grill a signature Pullman steak restaurant.

Our 28th floor we offer a roof top bar and a pool and guests can enjoy sunset together with a stunning view of Trang An.

Great working environment and be part of pre-opening team. 

Why Apply Through MisuJob?

AI-Powered Job Matching: MisuJob uses advanced artificial intelligence to analyze your skills, experience, and career goals. Our matching algorithm compares your profile against thousands of job requirements to find positions where you have the highest chance of success. This saves you hours of manual job searching and ensures you only see relevant opportunities.

One-Click Applications: Once you create your profile, applying to jobs is effortless. Your resume and cover letter are automatically tailored to highlight the most relevant experience for each position. You can apply to multiple jobs in minutes, not hours.

Career Intelligence: Beyond job matching, MisuJob provides valuable career insights. See how your skills compare to market demands, identify skill gaps to address, and understand salary benchmarks for your experience level. Make data-driven decisions about your career path.

Frequently Asked Questions

How do I apply for this position?

Click the "Register to Apply" button above to create a free MisuJob account. Once registered, you can apply with one click and track your application status in your dashboard.

Is MisuJob free for job seekers?

Yes, MisuJob is completely free for job seekers. Create your profile, get matched with jobs, and apply without any cost. We help you find your dream job without any hidden fees.

How does AI matching work?

Our AI analyzes your resume, skills, and experience to understand your professional profile. It then compares this against job requirements using natural language processing to calculate a match percentage. Higher matches mean better fit for the role.

Can I apply to jobs in other countries?

Absolutely. MisuJob features jobs from companies worldwide, including remote positions. Filter by location or look for remote opportunities to find jobs that match your preferences.

Ready to Apply?

Join thousands of job seekers using MisuJob's AI to find and apply to their dream jobs automatically.