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Customer Experience Director

1 month ago

Glen Waverley, Victoria, Australia Accor Full time

Accor Hotel Opportunity

We are seeking a highly skilled Customer Experience Director to join our team at Ibis Melbourne Glen Waverley.

About the Role

This is an exciting opportunity for a seasoned professional to lead our customer experience initiatives and drive guest satisfaction across the hotel. As a key member of our team, you will be responsible for creating exceptional experiences that exceed our guests' expectations.

Key Responsibilities

  • Develop and implement strategies to enhance customer experience, ensuring seamless interactions across all touchpoints.
  • Proactively respond to guest concerns and issues, working closely with colleagues to resolve problems efficiently.
  • Analyze feedback from various sources, including Trust You comments, LQA feedback, and loyalty programs, to identify areas for improvement.
  • Act as an Accor ambassador, promoting our brand values and enhancing our reputation through excellent customer service.
  • Conduct root cause analyses to address recurring complaints and develop action plans to prevent future occurrences.

Requirements

  • Strong background in hospitality operations, preferably with experience in Front Office procedures and Opera PMS.
  • Proven track record of supervising, training, and motivating teams to deliver exceptional results.
  • Solid knowledge of hospitality principles, including Front Office and Food & Beverage operations.
  • Able to work independently and make informed decisions in high-pressure situations.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and guests.
  • Flexibility to work varied hours, including mornings, nights, weekends, and holidays.

What We Offer

  • A competitive salary range of $80,000 - $110,000 per annum, commensurate with experience.
  • Ongoing training and development opportunities to enhance your skills and career prospects.
  • Access to exclusive Accor benefits and discounts, including on-the-job training and mentorship programs.

About Accor

We are a global hospitality company committed to delivering exceptional experiences for our guests. With a diverse portfolio of brands and properties worldwide, we offer a dynamic and inclusive work environment that fosters growth and development. Join us and discover the limitless possibilities that await you at Accor