Guest Experience Manager

Job description

Company Description Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality. Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster. Job Description Leads and supports all Guest Experience initiatives at the property. Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience. Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders. Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel. Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools. Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders. Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts. Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions. Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads. Monitors results of other quality management programs such as ResaVision and follows up action plans from the relevant Department Heads whenever necessary. Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel Maintains direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback. Works closely with Department Heads to assess service standards and delivery on a regular basis. Ensures that the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of the negative reviews/feedback, but none of the positive reviews/feedback except for those on GSS and TripAdvisor). Reviews and communicates best practices implemented in other hotels within the brand, follow-up on implementation at the property when relevant. Responsible for implementation and application of Local Measure along with E-commerce or Marketing team Qualifications Bachelor’s Degree in Hospitality or related areas Strong user knowledge of Microsoft Outlook and Microsoft Office tools Relevant work experience with internationally reputed hotel chains is preferred Strong background in hotel operations or service industry (in a client facing role); (2-5 years) Additional Information Experience is an asset Prior experience working with Opera or a related system Strong interpersonal and problem solving abilities Fluency in English, additional languages are a plus