Guest Experience Officer

Focuses on guest satisfaction when identifying business improvement opportunities
Ensure VIP guests’ experience meet expectation from pre- arrival to departure
Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
Work closely with front office team to reinforce guest recognition program and ensure guest references are updated on Accor Customer Digital Card per Accor Guidelines
Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)
Review and follow up on action plans proposed by each department post- mystery audit
Has regular and close interactions with hotel guests to collect feedbacks and ideas
Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
In charge of ALLSAFE program, checks and ensures full implementation across all departments.
Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: Trustyou, Accor Customer Digital Card, Tripadvisors…)
Developing new guest experience projects to increase guest satisfaction
Manage responses to all guest feedback, as per Accor Hotel recommendation
Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders

Passion for people and for best- in- class service
Experience in partnering and working closely with different stakeholders at various levels
Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
Perfectly fluent in English and local language, another language a plus
Bachelor’s Degree in Hospitality or related areas;

Develop your talent through learning programs by Accor Academy.
Working with an experienced team at an iconic property located in one of Vietnam&039;s most livable and famous tourist cities.
Attractive local package.
Employee benefit card offering discounted rates in Accor Hotels worldwide.

Cập nhật gần nhất lúc: 2026-01-07 23:45:03