Brand Experience & Guest Journey Director

Accor; Issy-les-Moulineaux; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

Accor recherche un Directeur, Expérience de Marque & Parcours Client pour son portefeuille de marques premium. Ce rôle est essentiel pour définir et documenter les normes d'expérience client, garantissant un parcours client de haute qualité. Le candidat idéal aura une solide expérience dans l'hôtellerie, avec une capacité à transformer des stratégies de marque en normes opérationnelles mesurables.

Prestations

Vouchers de repas de 10€

Assurance santé financée à 50%

Programme de bénévolat

Mobilité durable

Conditions de travail attractives

Qualifications

• 8-12 ans d'expérience progressive dans l'hôtellerie.
• Succès démontré dans la définition et la mise en œuvre de normes d'expérience client.
• Connaissance approfondie des opérations hôtelières.

Responsabilités

• Opérationnaliser et documenter les normes d'expérience de marque.
• Collaborer avec les équipes pour assurer l'intégration des normes dans les opérations.
• Surveiller la satisfaction client et les performances.

Connaissances

Gestion de projet

Communication

Collaboration

Sens de l'analyse

Formation

Baccalauréat en Hôtellerie, Business ou domaine connexe

Master préféré

Description du poste

Company Description

At Accor, we go beyond being a global leader in hospitality—we embrace diversity, creativity, and individuality. Join us as you are, and find a role that resonates with your personality and aspirations.

We are committed to helping you grow and learn every day. We ensure that your work is purposeful, allowing you to explore limitless possibilities throughout your journey with us.

At Accor, you are the author of your own story, and together, we can reimagine the future of hospitality.

Our teams, known as Heartists, bring together the best of hospitality. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences.

Here, we create new ways to travel within each of our 5,700 hotels, connecting closely with our 100 million clients in 110 countries.

Discover the life that awaits you at Accor Careers: https://careers.accor.com/.

Do what you love, care for the world, and dare to challenge the status quo. #BeLimitless

Job Description

We are seeking a dynamic and guest-centric leader to serve as Director, Brand Experience & Guest Journey for our Premium Brands portfolio. This role is integral in operationalizing and documenting brand experience standards that align with the brand’s promise, ensuring a consistent, high-quality guest journey across our global portfolio.

As both a strategic collaborator and operational expert, you will work closely with brand leaders to define and document brand standards, focusing on key touchpoints across the guest journey—from arrival to departure. Your role is critical in transforming brand strategies into actionable, measurable standards that are seamlessly integrated into hotel operations, driving both guest satisfaction and brand loyalty.

This role reports directly to the SVP, Brand Management and Guest Experience and operates with high accountability and visibility across regions, collaborating closely with Compliance, Audit, and other key stakeholders to ensure the standards are measured and adhered to, creating an unparalleled guest experience.

Key Responsibilities

Guest Experience Strategy & Design Support

• Support brand leaders by operationalizing brand platforms into holistic guest journeys that reflect the unique essence, promise, and personality of each Premium brand.
• Define and document key brand touchpoints (arrival, stay, service rituals, departure, etc.), ensuring they are actionable, operationally viable, and measurable.
• Work closely with brand leaders to ensure that brand stories are translated into practical, scalable touchpoints that can be effectively implemented across hotel operations.
  
  

Standards Development & Operational Excellence

• Define, document, and write brand standards across all guest experience touchpoints, ensuring consistency and operational feasibility at every level.
• Collaborate with hotel operations teams to ensure standards are designed with a deep understanding of how hotels function, making them easy to adopt and implement.
• Partner with Compliance and Audit teams to ensure all defined standards are integrated into the tools used for compliance and performance measurement.
• Ensure that standards are not just theoretical but are fully embedded in the operational processes and regularly monitored to maintain consistency and quality across the guest journey.
  
  

Brand Integrity & Differentiation

• Serve as the guardian of brand integrity, ensuring that each Premium brand’s experience remains distinctive and clearly defined, with no overlap across brand identities.
• Maintain and update brand “swim lanes” that outline the boundaries, character, and experience DNA of each brand.
• Collaborate closely with brand leaders and Compliance teams to prevent brand dilution and ensure all cross-functional initiatives align with brand identity.
  
  

Compliance, Audit & Feedback Loop Support

• Work with Compliance and Audit teams to ensure that the standards you define are consistently translated into audit tools and compliance systems.
• Provide ongoing support to the Compliance team in ensuring standards are applied across the hotel network and performance is measured.
• While direct hotel engagement is managed by Compliance and Audit, support these teams by supplying the necessary materials, standards, and guidelines to ensure proper execution and monitoring of the guest journey.
• Monitor performance through guest satisfaction metrics, audits, and digital reputation feedback to ensure the guest journey delivers on brand expectations.
  
  

Qualifications

• 8–12+ years of progressive experience in hospitality, with a strong foundation in hotel operations, guest experience, or brand implementation.
• Demonstrated success in defining, writing, and implementing brand-aligned guest experience standards across multiple properties or regions.
• Deep knowledge of hotel operations, with a focus on how brand standards translate into daily service delivery.
• Experience in collaborating with Compliance, Audit, and Operations teams to ensure standards are measured and enforced.
• Strong attention to detail, with the ability to transform complex concepts into clear, actionable guidelines.
• Excellent communication, influencing, and project management skills.
• Global perspective, cultural sensitivity, and a passion for delivering exceptional guest experiences.
• Bachelor’s degree in Hospitality, Business, or a related field; Master’s preferred.
• Fluency in English required; additional languages a plus.
  
  

Additional Information

Why Join Accor?

Accor Dares To Impact

• the world
• We are committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.
• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.
• your career:
• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.
• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.
• We value the richness of diverse nationalities represented, from various backgrounds, encompassing all the stories that make us who we are. We encourage diversity in personalities and professional paths. We know how to adapt to the specific needs of our employees, especially those with disabilities.
• and also :
• ALL - Heartist Program: Unforgettable stays and experiences at all Accor locations and partner venues worldwide. –
• Heartist for Good Program: Commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
• Sustainable Mobility Package up to €700 for the use of "green" transportation, or 50% coverage of Pass Navigo (public transportation pass).
• €10 meal vouchers.
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas.