Hotel Front Office Guest Experience Lead

U@Mq Limited; Sydney; On-site; AUD 100,000 - 150,000; Full time

Job summary

Accor is seeking a Customer Experience Manager in Sydney to oversee customer experience within a designated portfolio, ensuring budgeted delivery and communication of activities. You will lead a team of Head Concierge and Concierge Executives, craft engaging content for social media, and drive improvements based on feedback and trends.

Strong leadership and hospitality experience are essential. The role emphasizes delivering premium service, aligning with Accor's client promise, and embedding

Qualifications

• Experience leading small teams and cultivating stakeholder relationships.
• Excellent written and verbal communication with strong administrative acumen.
• Extensive leadership in hospitality, events, sales or marketing roles.
• Candidate must hold a valid National Police Check.

Responsibilities

• Manage end-to-end Customer Engagement plans with budget compliance.
• Oversee day-to-day operations to meet CX KPIs in the portfolio.
• Lead a team of Head Concierge and Concierge Executives to enhance experience.
• Craft engaging content for social media and online platforms.
• Innovate the customer experience based on feedback and trends.
• Assist Area Manager in talent management including recruitment and rostering.

Skills

Leadership

Stakeholder relationships

Communication

People management

Hospitality experience

Job description

• What Hotel Front Office Guest Experience Lead ...

Purpose As the Customer Experience Manager, you are responsible for overseeing and coordinating all activities related to customer experience within a designated portfolio. Your task is to ensure the efficient execution and communication of customer activities within established budgets. Additionally, your goal is to establish a reputation of excellence, and delivering on Accor's client promise. Primary Responsibilities Manage end-to-end Quarterly and Annual Customer Engagement plans, ensuring budget compliance and strategic guidance from the General Manager of Customer Experience Oversee day-to-day operations to meet Accor's contractual obligations and Customer Experience KPIs in your asset/portfolio Lead a team of Head Concierge and Concierge Executives to enhance the customer experience Craft engaging content for various social media and online platforms Innovate the customer experience based on feedback, tenant interaction, and emerging trends Assist the Area Manager in talent management, including recruitment and rostering Inspire and engage your teams as a charismatic leader Implement best practice tools, participate in CX training, and ensure quality assurance Embody Accor values and set a strong example in all actions and interactions, as visible leadership is critical to the role's success Skills and Experience Demonstrated experience in leveraging relationships and partnerships to drive customer outcomes A passion for people with demonstrated ability in leading small teams and cultivating stakeholder relationships both internal and external Excellent written and verbal communication skills with strong and demonstrated administrative acumen with an ability to transfer ideas and strategy into professional documents. Extensive leadership experience in hospitality and/or events, sales, and marketing roles, gained through years of working in the industry Strong passion for people, curating experiences for others and in leading premium service delivery with a proven record of innovation and animation All successful candidates will be required to hold a valid National Police Check

Guest Experience Officer - Contact Centre

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