Guest Experience Manager

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,

Join us and become a Heartist.

Job Description

Job Purpose

This position has as its key objectives in the continual improvement of the Guest Experience and Online Reputation of the hotel, monitoring performance and guest feedback, being the voice of the guest at the hotel, supporting GM and HODs on achieving positive results and defined Guest Experience targets. She/he will ensure full compliance of the Brand Assurance Program and Operational Brand Standards 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.

Compliance

Primary Responsibilities

• Leads and supports all Guest Experience initiatives at the property.
• Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
• Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
• Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel.
• Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.
  
  

Monitoring

• Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
• Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.
• Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts.
• Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
• Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads.
• Monitors results of other quality management programs such as ResaVision and follows up action plans from the relevant Department Heads whenever necessary.
• Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.
  
  

Reputation

• Maintains direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.
• Works closely with Department Heads to assess service standards and delivery on a regular basis.
• Ensures that the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of the negative reviews/feedback, but none of the positive reviews/feedback except for those on GSS and TripAdvisor).
• Reviews and communicates best practices implemented in other hotels within the brand, follow-up on implementation at the property when relevant.
• Responsible for implementation and application of Local Measure along with E-commerce or Marketing team
  
  

Training

• Conducts Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment.
• Conducts Brand Assurance refreshers training from time to time to all Department Heads.
• Works in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. TrustYou
• Collaborates with T&C team to identify operational ‘Training Outcomes’ based on VOG
• Attends Regional/Global Guest Experience meetings/training as required.
• Shares & contributes relevant content on Customer Experience Community (CXC) group on Yammer presenting Best Practices, Sparkles/ Cousu Main etc.
  
  

Qualifications

Knowledge and Experience:

• Bachelor’s Degree in Hospitality or related areas
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools
• Relevant work experience with internationally reputed hotel chains is preferred
• Strong background in hotel operations or service industry (in a client facing role); (2-5 years)
  
  

Competencies

• Perfectly fluent in English & local language (Proficiency in foreign languages is a plus)
• Analytical
• Team player
• Detail-oriented
• Innovative, creative
• Digitally-oriented
• Organized
• Accountable
• People-oriented
• Multi-disciplinary, multi-tasked
• Passion for people and for best-in-class service
• Persistent
  
  

Additional Information

Your Team And Working Environment

In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture

Note: Customization may be included for any specific local or legislative requirements, such as work permits

Our Commitment To Diversity & Inclusion

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