Guest Experience Manager

Accor Hotels; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Experience Manager to create extraordinary experiences for guests. In this role, you will ensure a warm welcome and monitor service quality across all hotel areas. You will provide training to staff, analyze guest feedback, and collaborate with department heads to foster a culture of continuous improvement. This position offers opportunities for personal growth and the chance to make a meaningful impact through corporate social responsibility initiatives. Join a team that values your contributions and supports your career development.

Benefits

Employee benefit card with discounts

Learning programs

Opportunities for career development

Corporate Social Responsibility activities

Qualifications

• 1-2 years experience in guest experience or hospitality roles.
• Strong communication and problem-solving skills.

Responsibilities

• Ensure optimal guest experience through service delivery.
• Conduct inspections and audits to maintain quality standards.
• Collect and analyze guest feedback to enhance satisfaction.

Skills

Problem-solving

Planning

Communication

Project management

Analytical skills

Job description

Company Description

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

An extraordinary guest experience begins with you. As Guest Experience Manager, you will ensure a warm welcome feeling for our guests as soon as they arrive.

What’s in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

• Deliver all aspects of the company's services to ensure an optimal guest experience
• Monitor, inspect, and propose measures to improve hotel products and processes to meet quality standards
• Conduct regular inspections and audits of all hotel areas, including guest rooms, public spaces, dining facilities, and service delivery. Identify areas for improvement and collaborate with department heads to address deficiencies.
• Provide training and guidance to hotel staff on quality standards, best practices, and guest service excellence. Organize workshops and training sessions as needed.
• Collect and analyze guest feedback, reviews, and surveys to identify trends and areas of concern. Develop action plans to enhance guest satisfaction.
• Ensure compliance with all relevant regulations and health and safety standards. Stay updated on local and national hospitality industry regulations.
• Collaborate with department heads and managers to address quality issues, share best practices, and implement improvements. Foster a culture of teamwork and continuous improvement.
• Prepare regular reports for senior management on quality assurance activities, findings, and progress towards quality goals.
• Handle guest complaints and concerns related to quality promptly and professionally. Work with staff to resolve issues and prevent recurrence.

Qualifications

• Minimum 1 to 2 years of experience in a similar role.
• Results-oriented with skills in planning, problem-solving, and execution
• Multi-tasking, proactive, and creative
• Decision-making skills with autonomy in solution-finding
• Strong communication skills, open-mindedness, positive attitude
• Project management skills
• Understanding of the hospitality business
• Strong analytical skills