Assistant Guest Experience Manager Arabic Speaker Additional Language

AccorHotel; Dubai; On-site; AED 180,000 - 360,000; Full time

Job summary

AccorHotels in Dubai is seeking a dedicated Guest Experience Manager to lead and grow our guest experience initiatives across the property. You will manage guest feedback channels, drive reputation metrics, and work closely with departments to enhance service delivery from pre-arrival to departure.

The role requires coordinating with various teams to maintain high standards and implement continuous improvements, fostering a guest-centric culture and ensuring alignment with brand standards.

Responsibilities

• 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.
• Perform root-cause analysis on touchpoints, develop action plans, and monitor implementation to improve guest satisfaction.

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

Safety Quality & Environment Responsibilities:

• Know and applies Accor security and evacuation procedures (in case of fire etc.)
• Ensures the safety of the people and property within the office
• Adhere and support Accors commitments to the Environment Charter (saving energy recycling sorting waste etc.) as well as Accors Planet 21 Charter and Commitments as applicable to the role
• Monitor and oversight of Quality performances of your respective departments and teams following set annual objectives

Main Complexity/Critical issues in the Job

• The ability to manage projects strategically while being hands-on and detail-oriented acting as a catalyst for making things happen
• Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant/innovative products services and programs
• Coordinate communicate and get buy-in from the different stakeholders at various levels
• The ability to influence stakeholders
• The ability to create and lead a guest-centric culture at the property
• Act as a role-model and inspire behavioral change
• Lead and foster excellence and innovation

Remote Work :

No

Employment Type :

Full-time