Accor Hotel Guest Experience Manager

2 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, working closely with Assistant Managers to resolve escalated complaints.

You will be actively involved in analyzing the results of guest feedback, including Trust You comments, LQA feedback, and Loyalty Feedback, and develop action plans to improve guest satisfaction.

As an Accor ambassador, you will aim to enhance the company's image and market reputation, both internally and externally. This includes undertaking root cause analysis to identify and eliminate causes of complaints, and implementing procedures to prevent future issues.

Key Responsibilities:

  • Create exceptional guest experiences across the hotel
  • Proactively and reactively respond to in-house guest priorities or requests
  • Analyze guest feedback and develop action plans to improve guest satisfaction
  • Enhance Accor's image and market reputation
  • Undertake root cause analysis to identify and eliminate causes of complaints

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
  • 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

Why Work for Accor Hotel?

We are a global hospitality company that welcomes you as you are. We support you to grow and learn every day, making sure that work brings purpose to your life. By joining Accor Hotel, you can continue to explore our limitless possibilities.

Discover the life that awaits you at Accor Hotel, visit https://careers.accor.com/

Be a part of a global hospitality company and enjoy exclusive Accor discounts and global benefits.



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