PA To GM & Guest Experience Manager

Job description / Role

We are Heartists®

"Heartist © " describes both our culture and who we are. Everything we do comes from the heart, and we're experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!

We believe that the world is more welcoming when we're connected. So that we see what we have in common, instead of what sets us apart.

Life in Adagio & Ibis Styles

We create memorable stories for our guests and fellow Heartists® offering personalized experiences with a Glocalized urban touch.

We discover together and are flexible to our guest's discerning needs.

Trendy, curious, creative and open minded blended with entrepreneurial spirit; our Heartists® bring life into the cluster.

The Role:

PA to the GM:

Performs a variety of office support and/or secretarial duties for the executive office, such as composing and word processing a variety of standard documents and correspondence, relaying and resolving routine telephone and/or walk-up inquiries, scheduling calendar items and meetings, making travel arrangements, processing forms, performing data entry, and establishing and maintaining records.

Guest Experience Executive :

Has key objectives for the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel. This is achieved by monitoring the daily guest experience scores and guest feedback received via a number of platforms and be able to effectively communicate this information to the hotel team. Animates and proactively manages all social media content. Effectively communicates this information to the hotel team through training the teams to optimise the overall guest experience culture within the hotel.

Key Deliverables and Responsibilities:

Personal Assistant Role:

- Performs a wide variety of typing assignments which are sometimes confidential in nature; operates personal computer to enter data, draft, edit, revise, and print letters, tables, reports, and other materials.
- Greets and directs guests, as and when appropriate; resolves routine administrative problems and answers inquiries concerning activities and operations of department/division; accepts, screens, and routes telephone calls; maintains log of inquiries as required.
- Performs a range of staff and/or operational support activities; may serve as a liaison with other departments on basic administrative and/or operational matters.
- Sorts, screens, and distributes incoming and outgoing mail; drafts or prepares responses to routine inquiries; prepares photocopies and facsimiles, and operates a variety of office equipment.
- Establishes, maintains, processes, and updates files, records, certificates, and/or other documents.
- Arranges meetings and conferences, schedules interviews and appointments, and performs other duties related to maintaining one or more individual schedules; makes travel and lodging arrangements, either directly or through travel agencies.
- Orders stocks and office supplies for the executive office.
- Performs miscellaneous job-related duties as assigned.

Guest Experience :

- Responsible for responding to all reviews sent by guests and analysing the results and producing reports for the hotel team
- Maintains the accuracy and consistency of data produced from all social media platforms
- Monitors and Manages all reviews and social media feedback from guests i.e. TripAdvisor, Booking.com Facebook, Instagram, Twitter etc.
- Responds to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively
- Posts relevant articles on social media platforms ensuring all content follows the guidelines outlined in the Adagio ApartHotel & Ibis Styles Social Media strategy
- Grow the number of audience/followers on social media platforms
- Manages Trip Advisor ranking and reviews in order to move ranking upwards
- Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
- Makes recommendations to improve the Guest Experience and shares these with the management team
- Ensures that the Adagio ApartHotel & Ibis Styles Brand Standards are adhered to and conducts regular spot checks
- Enhances the hotel's Customer Service and Guest Experience by incorporating examples of best practices
- Responsible for the Learning & Development of hotel teams in regards to Guest Experience
- Conducts weekly and monthly training sessions in Adagio ApartHotel & Ibis Styles Dubai Deira
- Contributes to the content of new Guest Experience training programs of the hotel
- Schedules training sessions, organises information technology and other equipment
- Monitors training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

- Ensure proper care of all equipment and furniture entrusted for Heartists use.
- Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
- Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
- Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
- Understands and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
- Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
- Does not disclose any financial information or any other information of the Accor Hotels.

Requirements

Our Values

Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread -beyond professions, persons, countries and cultures- the sense of hospitality and service, our strength and nourishment of the Group's success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.

Trust

Hospitality is a team sport, and we're stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.

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.