Senior Guest Experience Manager

3 weeks ago


Perth, Western Australia Accor Full time
Customer Experience Leader

We are seeking an experienced professional to lead our Front Office operations as a Customer Experience Leader. Reporting to our Hotel Operations Manager, you will be responsible for managing the reception, guest relations, telephones, and night audit functions while delivering exceptional customer experiences.

Key responsibilities include:

  • Ensuring hotel targets around RPS, NPS, Loyalty, and room upselling are met to achieve KPIs.
  • Monitoring VIPs, special guests, and their requests to maintain loyalty.
  • Recruiting, managing, training, developing, and inspiring the Front Office team at all levels.
  • Developing and implementing strategies to minimize team member turnover.

Requirements include:

  • A minimum of 2 years' experience as a department head in a similar role.
  • Strong leadership skills with the ability to work collaboratively with other leaders.
  • A passion for inspiring a team through coaching, career development, and learning new skills.
  • Excellent communication skills with fluency in English, and additional languages are a plus.

Why work for Accor? Accor is one of the largest global hospitality businesses, offering endless career development opportunities, global accommodation and F&B discounts, and recognition of service anniversaries and Accor Tenure Milestones.



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