Pohleena Leena

I work for the continual improvement of the Guest Experience and online reputation of the hotel, monitoring performance and guest feedback, supporting the Hotel Manager, Operations EXCOM and HODs on achieving positive guest feedback results and defined Guest Experience targets. At the same time, i will also ensure the full compliance of the operational brand standards and the chosen Guest Experience assurance audit programs (Forbes & LQA) at the property, the implementation and follow-up of brand and quality programs, including related training programs, with the aim of ensuring brand consistency while supporting optimal Guest Experience and increased satisfaction.

My Main Task  

• Lead and support all Guest Experience initiatives at the property.
• Support Hotel Manager in driving a guest centric culture in the hotel and create awareness and understanding among all associates on the importance of Guest Experience.
• Review TrustYou performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders (at a minimum once a week).
• Set TrustYou goals and regularly compare and communicate variances.
• Represent Guest Experience and be the voice of the guest daily at the morning briefing with updates and highlights of points for improvement and guest praise.
• Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
• Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
• Review and communicate the company operational brand standards and all new brand/quality initiatives effectively to all stakeholders.
• Establish Guest Experiences work groups and committees and co-chair monthly Guest Experience leadership team meetings.
• Conduct a weekly Guest Experience meeting with individual HOD’s, communicating performance, supporting and driving management action plan efforts.
• Conduct regular property self-assessments on the operational brand standards and other quality programs (at a minimum 8 times per year).
• Introduce and coordinate monthly mystery shopper audits and conduct HOD and departmental debriefings.
• Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Exco, HOD’s and Leadership Managers within the first month of employment.
• Conduct operational brand standards and Guest Experience assurance audit training refreshers from time to time to all HOD’s and Asst HOD’s.
• Work with HCD Training Manager in planning and preparing operational guest service training programs.
• Work with and support Front Office, Housekeeping, & F&B Departmental Educators in training programs.
• Work in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g., HOTSOS, TrustYou, TripAdvisor, Forbes & LQA, etc
• Work closely with HOD’s to assess service standards and delivery on a consistent basis.
• Participate in and check the annual revision of operational brand standards and SOPs with operational HOD’s and Exco.
• Introduce and reinforce Forbes & LQA Standard of the Day.
• Work with and support HOD’s to prepare for Forbes & LQA Guest Experience assurance audits.
• Review management action plans proposed by each department post-Forbes & LQA audit and support and follows up implementation by HOD’s.
• Participate and support implementation of new Guest Experience product enhancement programs, e.g. guest amenities, children, brand activities, guest preferences, Guest of the Day, etc.
• Directly liaise with and contact guests to collect direct feedback and facilitate new ways of collecting greater in-house feedback.
• Ensure the relevant teams and stakeholders respond to all guest feedback and timely.
• Champion the internal communication of Guest Experience related matters and updates to all associates in the hotel, including presenting at associate quarterly town halls.
• Improve communication regarding guest service e.g. daily VIP photos and bios, pre-arrival and post-departure correspondence, daily summary feedback with pro and con sentiments, etc.
• Introduce and drive with HCD colleague guest service appreciation programs.
• Introduce departmental colleague guest service orientated monthly competitions.
• Review and communicate best practices implemented in other PPHG properties, follow-up on implementation at the property when relevant.
• Drive associate team morale, efficiency and collaboration.
• Analyse, recommend and implement improvement initiatives and innovation.
• Recommend and (where appropriate) lead in the design and implementation of ad hoc projects in co-ordination with the EXCO

I obtain advance diploma in Business Management.