Director of Guest Experience Delivery - Hiring Urgently

We are on the lookout for an ambitious Director of Guest Experience Delivery to join our dynamic team at Minor Hotels in Bangkok Bangkok
Growing your career as a Full Time Director of Guest Experience Delivery is a fantastic opportunity to develop exceptional skills.
If you are strong in teamwork, persuasion and have the right drive for the job, then apply for the position of Director of Guest Experience Delivery at Minor Hotels today!

Job Description The Director Guest Experience Delivery will support the execution of Minor Hotels rooms’ division business objectives.  Working with corporate support, General Managers and on-property front-line teams, the position will review, improve and deploy new technology, operating procedures, update job descriptions and standards where required, engage/train teams and manage operational change programmes.  The role will advance current systems and deploy best practices ensuring teams are motivated by the importance of adapting to change, driving efficiencies with new technology, ensuring accurate and complete guest profiles, and continuously enhancing the guest experience.  The Director Guest Experience Delivery will ensure a culture of collecting and recording relevant guest information is embedded into Minor Hotels globally.  The role will define how guest information is to be used in the design and delivery of personalised, unique and innovative experiences. Scope Continuous improvement of Minor Hotels' rooms division systems at property level for Minor Hotels & Resorts.  Successful stabilisation and embedding of operating procedures and standards.  Knowledge sharing where applicable to aid in for deployment of new technology within and across brands. Leadership Provide end-to-end leadership of regional/global rooms division initiatives at property level from requirements’ definition to deployment and performance analysis Determine property level requirements and translate them into project & operational plans Assess resources and budget requirements for successful deployment Establish and lead front line hotel teams and champions, working collaboratively to improve or reengineer existing rooms processes Define and execute change management and training initiatives and material where required Control milestones, timelines, program scope and project documentation Regularly assesses whether rooms technology continues to meet business objectives Capture lessons learnt to benefit other properties and programs in the future Guest centricity Understand Minor Hotels brands' DNA and the differences Develop brand specific strategies to ensure customer expectations are exceeded Develop and deploy approaches to ensure personalised quality services (by brand) in every customer touch point at any time Understand guest value drivers by brand and requirements as well as the ways in which hotels contribute or fail to create customer value Understand guests needs / preferences by brand and remain abreast of changing trends Identify opportunities to create additional value to guest experiences and property processes New technology integration, operational deployment & training Plan, direct and coordinate activities pertaining to rooms division system deployments at property level including but not limited to guest profiles, guest preferences, Opera and Opera Cloud, Message Box, technology to improve productivity and to enhance guest experience Continuously develop rooms technology expertise in alignment with an understanding of business goals Educate and engage GMs and their hotel teams on room technology system benefits Gain necessary stakeholder buy-in to ensure stable and smooth implementation/operation of rooms technology systems Collaborate with corporate teams (marketing, revenue, e-commerce, IT etc) to define the quality gates and success criteria. Execute necessary steps and actions to meet the same Determine a resource plan and timeline in alignment with overall implementation release schedule, scope, and budget requirements for the rollout of any new technology Define interplay between Property Management System(s) and CRM or other technology tools responding to requirements for new front line processes and procedures Ensure analysis, test and learn principles are conducted in a systematic way Ensure rooms technology tools are well integrated into hotel operation processes and synced across departments (front office, food & beverage, spa, sports & leisure etc) Stayed informed of any technical issues and monitor (and encourage) progress toward resolution Data quality Assess current compliance with data capture standards, identify areas for improvement and drive change.  Ensure highest level of data quality in CRM and rooms systems, identify errors, communicate to stakeholders and manage follow-up Coordinate with front line operations to meet brand standards, industry best practice and legal compliance Knowledge management Review existing processes, standards and procedures related to the acquisition, storage, retrieval, analysis and dissemination of data Ensure new and improved operating processes, standards and procedures support: information acquisition, sharing and utilisation development of personalized customer experiences efficient sharing of guest knowledge across the organization consistent service delivery (anytime, anyplace anywhere, any platform) management of privacy and data protection issues development and gathering of metrics for measuring rooms system successes Manage and share document revisions and new articles (ie. in MH Flow / Sharepoint) Ensure accuracy, quality and integrity of information, providing consistency in content and deployment standards Develop, document and deliver improvements in existing practices Support the development and sharing of best practices and service innovations Contribute to the development of delivery tools and resources, thought leadership, through personal experience and perspective Update Front Office or other functional job descriptions, where required, to reflect changes in standards, processes and business objectives Change management Understand Minor Hotel's business strategies and associated organization and change management issues.  Develop and execute culturally appropriate change strategies that enable successful deployment of rooms systems and any new technology Approach organizational change as both an art and a science, leveraging proven change methodologies as well as a strong understanding of individual and organizational psychological factors that influence and drive behavior change Internal relationship management Identify and develop relationships with cross-functional deployment teams to ensure positive experience for internal and external stakeholders, ensuring buy-in and support for change Work with hotel leaders, corporate management and project teams where applicable to ensure successful deployment and project management Maintain regular, proactive dialogue with hotel leaders through formal and informal channels (eg. trainings, webinars etc) Develop strong trust-based hotel and corporate relationships through goal-setting, execution, expertise, and follow-through Develop motivational strategies to support deployment (eg. idea contests, bonuses, benchmarks, training and knowledge circles) Reporting Report on progress and provide feedback on deployment roadmaps where relevant.  Troubleshoot issues blocking progress Track and report on customer KPI metrics Stay abreast and provide updates to the leadership teams on global competitive activity, trends and industry best practice Conduct annual in-depth system evaluations to drive performance, remove wastage and improve customer experience Qualifications 3-5 years hotel or hospitality management experience Hands-on change management experience implementing large-scale solutions Experience conducting group training sessions, train the trainer, focus groups and leading team workshops Ability and confidence to work closely with, and advise, senior executives Strong proficiency with presentation tools and applications Progressive and professional experience leading and/or supporting organizational change and transformation for large scale global projects, particularly in operations, human resources, information technology, finance, and/or CRM/Sales Experience assessing business objectives and defining change strategy to meet objectives as well as developing appropriate work plans and leading the project according to the plan Demonstrate ability to work across all areas in an organization and manage various functions and resources Excellent communication skills and strong leadership and presentation skills Strong writing skills including the ability to synthesize information into clear, concise messages Ability to work independently, work with a remote team, think creatively, manage own time, and take initiative to drive projects Exceptional internal relationship management skills Direct experience with processes and technology implementations Bachelor Degree or equivalent combination of education and experience

Benefits of working as a Director of Guest Experience Delivery in Bangkok Bangkok:

● Learning opportunities
● Advancement opportunities
● Advantageous package