Assistant Guest Experience Manager at Accor

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

0.0

Posted On

02 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Experience Management, Guest Satisfaction Analysis, Reputation Performance Score (RPS), Root-Cause Analysis, Team Leadership, Brand Assurance, Quality Audits, Guest Service, Problem Resolution, VIP Guest Management, Change Management, Internal Communication, Training, Feedback Centralization, Loyalty Program Management

Industry

Hospitality

Description

Job Description Primary Responsibilities VOICE OF THE GUEST As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property Focuses on guest satisfaction when identifying business improvement opportunities Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…) Encourage staff to invite guests to answer to the hotel guest satisfaction survey Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex Manage responses to all guest feedback, as per AccorHotels’ recommendation Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees) Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist Conduct monthly HOD meeting to communicate performance, support and follow up on action plans Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels . Conducts Guest Experience Management induction for new Heartists. BRAND ASSURANCE AND QUALITY PROGRAM Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments Review and follow up on action plans proposed by each department post LQA audit Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task Set internal target to ensure the highest audit score during the mystery audit OPERATIONAL: GUEST SERVICE Has regular and close interactions with hotel guests to collect feedbacks and ideas Ensure VIP guests’ experience meet expectation from pre-arrival to departure Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to Takes pride in delivering a high quality service Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one Allows and supports team members to resolve internal and external guest service issues OTHER INVOLVEMENT HEARTIST: The Guest Experience Manager works closely with T&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience. ACDC (Accor Customer Digital Card): The Guest Experience assistant Manager works closely with the ACDC Champion in embracing the platform, collecting and using guest preferences to personalize guest’s experience. Change Management: models a positive response to organizational change; leading the change process through coaching and communication Other Responsibilities Maintain complete knowledge of all hotel services, contents & preparation methods, outlets and hotel services/features. Be well versed in hotel fire & life safety/emergency procedures. Prepare & attend all briefings, meetings and trainings as assigned by management. Report for duty on time wearing clean and complete uniform at all times. Maintain a high standard of personal appearance and hygiene at all times. Perform other reasonable duties assigned by the assigned by the Management of the Hotel Job-Category: Rooms Job Type: Permanent Job Schedule: Full-Time

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Responsibilities

The Assistant Guest Experience Manager acts as the project leader to support the General Manager in growing all Guest Experience initiatives, focusing heavily on centralizing and analyzing guest feedback from various tools to drive satisfaction scores. This role involves managing responses to feedback, conducting root-cause analysis, leading HOD meetings on performance, and developing a team of Guest Experience Champions to foster a guest-centric culture.