GUEST EXPERIENCE MANAGER

Lead the Guest Experience and Legendary Services team, ensuring personalized, intuitive, and memorable guest experiences. Ensure the consistent execution of Accor Premium Luxe, Sofitel Legend, LQA standards, and the brand’s signature rituals. Maintain effective communication and strong interdepartmental relationships to ensure a seamless operation focused on the guest. Oversee the complete experience of VIP and loyalty guests, from pre-arrival through departure, including personalized follow-up and itineraries. Monitor guest feedback, incidents, and opportunities for improvement through TrustYou (VOG), ensuring appropriate follow-up and service recovery. Lead team performance, training, development, motivation, and grooming standards, while maintaining a highly visible presence with guests and Heartists. Manage the department’s administrative and analytical operations, including Alice, Royal Service, Opera Cloud, reporting, purchasing, and departmental records. Promote the ALL – Accor Live Limitless loyalty program and ensure VIP and loyalty procedures are consistently met or exceeded. Ensure the highest standards of personal presentation, image, and grooming are consistently maintained across the Guest Experience and Legendary Services teams. Drive continuous improvement initiatives in the guest experience by identifying opportunities, analyzing trends, and implementing actions that elevate service standards, guest satisfaction, and loyalty. Minimum of 3 years of experience in hotel management, including previous experience in a managerial position. Proven leadership and team development skills, including coaching, training, and motivating team members. Exceptional guest service orientation and a strong commitment to exceeding guest expectations. Ability to balance operational objectives, guest satisfaction, team engagement, and profitability. Excellent communication, organizational, and interpersonal skills. Proficiency in hotel systems, particularly Opera / Opera Cloud, Alice, Royal Service, and Microsoft Office. Experience in quality assurance and/or training, preferably within a luxury hotel environment. Fluency in English and Spanish, both written and spoken; proficiency in a third language is an advantage. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit Do what you love, care for the world; dare to challenge the status quo! #BELIMITLESS Sofitel Legend Casco Viejo Panama is located in the heart of the Historic District of Casco Viejo Panama, a UNESCO protected site and United Nations designated world heritage. The Hotel provides superior Waterfront location, a diverse mix of facilities and outstanding service, attracting leisure and business clientele seeking a luxury experience in the context of a historic locale. Sofitel Legend Casco Viejo offers an intimate ambiance, outstanding facilities along with a wide range of bespoke services.