Guest Experience Manager - Quản lý trải nghiệm khách hàng

• Responsible for the Learning & Development of hotel teams in regards to Guest Experience. Managing all reviews and social media feedback from guests i.e. TripAdvisor Facebook, Instagram, Twitter etc.
• Responsible for responding to all reviews sent by guests and analysing the results and producing reports for the hotel team.
Guest Experience
• Responds to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively.
• Enhances the hotel&039;s customer service and Guest Experience by incorporating examples of best practices
• Makes recommendations to improve the Guest Experience and shares these with the management team
• Ensures that the Novotel Brand Standards are adhered to and conducts regular spot checks
• Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
Learning and Development
• Monitors training programmes and manuals to ensure that they are effective and up- to- date and makes updates as necessary
• Conducts weekly and monthly training sessions in Novotel
• Schedules training sessions, organises information technology and other equipment
• Contributes to the content of new training programs
Social Media/Reputation Management
• Maintains the accuracy and consistency of data produced from all social media platforms
• Posts relevant articles on social media platforms ensuring all content follows the guidelines outlined in the Novotel Social Media strategy
• Grow the number of audience/followers on social media platforms
• Monitors social media platforms e.g. Twitter, Facebook, Instagram
• Manages Trip Advisor ranking and reviews in order to move ranking upwards.
• Engages with the audience following the Novotel social media strategy

Knowledge and Experience
- Ability to speak other languages and basic understanding of local languages will be an advantage
- Good working knowledge of MS Excel, Word, & PowerPoint
- Diploma in Tourism / Hospitality Management
- Excellent reading, writing and oral proficiency in English language
- Minimum 4 years of relevant experience in a similar capacity
Competencies
- Strong leadership, interpersonal and training skills
- A motivator & self- starter
- Ability to multi- task, work well in stressful & high- pressure situations
- A team player & builder
- Results and service oriented with an eye for details
- Well- presented and professionally groomed at all times
- Good communication and customer contact skills

- Friendly & free accommodation and nutritious meals
- Monthly service charge
- Hotel uniform
- Develop your talent through learning programs by Academy Accor
- Opportunity to grow within your property and across the world
- Employee benefit card offering discounted rates in Accor Hotels
- Dynamic, professional working environment and a supportive team

Cập nhật gần nhất lúc: 2024-04-03 12:08:19