Guest Experience Manager

• Encourage staff to invite guests to answer to the hotel guest satisfaction survey
• 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…)
• Manage responses to all guest feedback, as per AccorHotels’recommendation
• Performing root- cause analysis in each touchpoints, problem resolution & prevention plans, following- up on necessary actions and implementation
• As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property
• Conduct weekly HOD meeting to communicate performance, support and follow up on action plans
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)
• 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
• Conducts Guest Experience Management induction for new hires
• Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Focuses on guest satisfaction when identifying business improvement opportunities
BRAND ASSURANCE AND QUALITY PROGRAM
• Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
• Set internal target to ensure the highest audit score during the mystery audit
• Take the initiative to actively implement daily / weekly cross- department assessments and appoint staff and empower them in doing the task
• Conduct quarterly full self- assessments
• Review and follow up on action plans proposed by each department post- mystery audit
• Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments
OPERATIONAL: GUEST SERVICE
• Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
• Takes pride in delivering a high quality service
• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
• Allows and supports team members to resolve internal and external guest service issues
• Has regular and close interactions with hotel guests to collect feedbacks and ideas
• Ensure VIP guests’ experience meet expectation from pre- arrival to departure
OTHER INVOLVEMENT
• Attend regional/country Guest Experience meetings/trainings as required
• ACDC: The Guest Experience Manager works closely with the ACDC Champion in embracing the platform, collecting and using guest preferences to personalize guest’s experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
• HEARTIST: The Guest Experience Manager works closely with T&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
Main Complexity/Critical issues in the Job
• Act as a role- model and inspire behavioral change
• Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant/innovative products, services and programs
• Coordinate, communicate and get buy- in from the different stakeholders at various levels
• Lead and foster excellence and innovation
• The ability to manage projects strategically, while being hands- on and detail- oriented, acting as a catalyst for making things happen
• The ability to create and lead a guest- centric culture at the property
• The ability to influence stakeholders

• Team player
• Excellent communicator
• Experience in 2- 3- star Hospitality required;
• Perfectly fluent in English and local language, another language a plus
• People- oriented
• Strong experience with the setup and management of a Quality Management System;
• Strong background in hotel operations; (minimum of 3 years in hotel operations)
• Experience in partnering and working closely with different stakeholders at various levels
• Detail- oriented
• Able to influence
• Passion for people and for best- in- class service
• Analytical
• Innovative, creative
• Bachelor’s Degree in Hospitality or related areas;
• Accountable
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
• Organized
• Multi- disciplinary, multi- tasked

Opportunities to grow within our property and across the world
Social insurance, health insurance and other benefits
Attractive salary, 100% service charge during probation period
Uniforms, laundry, free shift meals

Cập nhật gần nhất lúc: 2024-05-08 20:05:02