Guest Experience Manager

Job description / Role

Guest Experience Manager

You will lead the e-reputation & customer feedback to ensure that highest standards of service excellence is maintained in accordance with the company guidelines by adopting a cross functional management with all the hotel team members.

What's in it for you:

- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

- Monitor, review and communicate the current Quality Management process trend and identify areas of improvement.
- Communicate all best practices implemented in the region and follow up on implementation on property.
- Lead and represent quality assurance at the morning briefing with Ex-Com and communicate all relevant updates and results.
- Conduct quality assurance refresher and new updates from time to time for all Ex-Com and HODs.
- Work with all team members to ensure standards are implemented efficiently and always adhered to.
- Update, monitor and report on Departmental Balanced Scorecard performance to management.
- Support all Ex-Com and HODs to maintain high level of standards through process improvements techniques and set action plans to constantly improve guest satisfaction results with use of daily, weekly, monthly reports from Hotsos, TrustYou, to monitor progress.
- Ensure all guests' complaints are responded to in a timely manner, ensuring excellent service recovery. Also, comments, alerts and requests are addressed as per standards.
- and take responsibility for guest experiences that have negatively been impacted and turns them into memorable moments
- Keep management informed of all complaints received from guests.
- Follow up with all departments, in case of guest complaints and ensure corrective actions are done in a timely fashion.
- Always focus on guest requirements and expectations, when setting and implementing standards to maximize efficiency and to achieve the highest level of guest satisfaction.
- Represent the company with guests, reinforcing a guest focused approach to the hotel operations at all times.
- Guide the Ex-Com and HODs in performing quality related actions, handling guests' complaints, Create and manage all needed quality committees to achieve results.
- Ensure positive guest experience, high employee moral through training.
- Ensure that Brand Standards, Policies & Procedures are followed by all.
- Create all required committees to lead the RADAR action plans and achieve the targeted Reputation Performance Score.
- Work in partnership with all relevant value-added partners to ensure external training is conducted where applicable. Example: HOTSOS, TrustYou, etc.
- Assist the Operational team to achieve all Guests Remarkable trophies.
- Lead the cultural transformation with GM and provide all needed training to support quality standards to all Ex-Com /HODs.
- Continuously generate a Cousu Main spirit among the team.
- Continually analyses business practices and identifies opportunity for improvements, which result in increases in revenue and/or cost savings.

Requirements

Your experience and skills include:

- Diploma or degree in vocational hospitality
- 2 to 3 years' experience in Guest Relation at Managerial role.
- Competent user of desktop applications and hotel applications
- Languages: fluent in English and local language and a 3rd language would be a plus.
- Excellent organizational skills and time management.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.