Assistant Guest Experience Manager

AccorHotel; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

AccorHotels is seeking a Guest Experience Manager to lead and grow the guest experience program across the hotel, coordinating with GMs and department heads to achieve top-tier satisfaction. You will centralize feedback from guests and loyalty tools, monitor performance metrics, and implement corrective actions to preserve brand standards.

As a leader, you will mentor a team of Guest Experience Champions, driving a guest-centric culture and ensuring excellence from pre-arrival to departure,

Responsibilities

• Lead and grow all Guest Experience initiatives within the property.
• Represent the guests voice within the hotel; centralize and analyse all guest feedback from guests and tools like VOG Local Measure Accor Customer Digital Card ResaVision.
• Monitor and drive the Reputation Performance Score (RPS) and CompIndex; manage responses to guest feedback as per AccorHotels guidance.
• Share guest insights during morning briefings with GM, HODs and staff; develop recognition of employees.
• Perform root-cause analysis in touchpoint problems and implement prevention actions.
• Deep dive on Members experience and work with loyalty activation.
• Conduct monthly HOD meetings to communicate performance and action plans.
• Lead and develop a team of Guest Experience Champions to embed guest-centric culture.

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 Members 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 guests 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

Remote Work :

No

Employment Type :

Full-time