Accor Hotel Guest Experience Manager

4 weeks ago


Glen Waverley, Victoria, Australia AccorHotel Full time

Guest Experience Manager Job Description

As a Guest Experience Manager at Accor Hotel, you will be responsible for creating exceptional guest experiences across the hotel. This includes proactively and reactively responding to in-house guest priorities or requests, helping the Assistant Managers with escalated complaints, and being actively involved with the results of the Trust You comments, LQA feedback, and Loyalty Feedback & action planning.

Key Responsibilities:

  • Create exceptional guest experiences right across the hotel
  • Proactively and reactively respond to in-house guest priorities or requests
  • Help Assistant Managers with escalated complaints
  • Be actively involved with the results of the Trust You comments, LQA feedback, and Loyalty Feedback & action planning
  • Act as an Accor ambassador, aiming to enhance the company's image and market reputation, internally and externally
  • Undertake root cause analysis to implement procedures to eliminate causes of complaints from CEO Feedback, online (Trip Advisor, Facebook, Booking.com, etc.) and VOG feedback, and create action plans for improvement

Requirements:

  • Possess a strong background in Front Office procedures and Opera PMS
  • Experience supervising, training, and motivating team members
  • Solid Hospitality knowledge including Front Office and Food & Beverage
  • Proven ability to act independently on all matters relating to team and guest safety and wellbeing in the absence of senior management
  • Demonstrated ability to coach, mentor, develop, and inspire teams
  • Good interpersonal skills with ability to communicate with all levels of team members
  • Willingness to work flexible hours including mornings, nights, weekends, and holidays periods

Why Work for Accor Hotel?

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 Hotel, 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 Hotel, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS

Benefits:

  • Be a part of a global hospitality company and explore Accor's limitless possibilities
  • On-the-job training and mentorship
  • Accessing pathways for career advancement and personal development within Accor
  • Enjoy exclusive Accor discounts and global benefits


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