Guest Experience Manager

• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
• Organize root- cause analysis in each touchpoints, problem resolution & prevention plans, following- up on necessary actions and implementation
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other Accor (CXC)
• Send out weekly analysis of Guest Experience for review and necessary actions.
• Manage responses to all guest feedback, as per Accor’s recommendation
• Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)
• Conducts Guest Experience Management induction for new hires
• Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences
• Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
• Encourage staff to invite guests to answer to the hotel guest satisfaction survey
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)

• Experience in partnering and working closely with different stakeholders at various levels
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
• Experience in 5- star Hospitality required;
• Strong background in hotel operations; (minimum of 3 years in hotel operations)
• Degree in Hospitality or related areas;

+ 3 meals/day support & Uniforms provided by the hotel
+ Training course at the hotel according to hotel regulations
+ Service surcharge | Social insurance | Suncare health insurance
+ 02 months probation 100% salary
+ Salary: discussed during interview
+ 05 working days | 02 days off per week.
Other modes: Discussed during interview
Work location: Sa Pa- Lao Cai

Cập nhật gần nhất lúc: 2024-05-11 14:20:03