Assistant Guest Experience Manager

Job Description

As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property.
Focuses on guest satisfaction when identifying business improvement opportunities.
Represent the guests’ voice within the hotel; centralize and analyze all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Accor Customer Digital Card).
Encourage staff to invite guests to answer to the hotel guest satisfaction survey.
Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as Comp Index.
Manage responses to all guest feedback, as per AccorHotels’ recommendation.
Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees).
Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation.
Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist.
Conduct monthly HOD meeting to communicate performance, support and follow up on action plans.
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.
Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC).
Conducts Guest Experience Management induction for new Heartists.

Qualifications

Bachelor’s degree in hospitality management, business administration, or a related field
Sufficient experience in a customer-facing role
Excellent interpersonal and communication skills
Ability to present information to and train employees

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.