Guest Experience & Loyalty Manager at Accor

Accor; Queenstown; On-site; NZD 65,000 - 68,000; Full time

Benefits offered by this job

Staff meals provided while on shift.

Uniforms, washed and laundered daily.

Accor Heartist Benefits - discounted F

Parental Leave Scheme.

Employee Assistance Program.

Job summary

Novotel Queenstown Lakeside is seeking a dynamic Guest Experience & Loyalty Manager to lead VIP guest interactions, loyalty initiatives, and brand representation. You will collaborate across departments to elevate service standards and ensure memorable stays for guests.

You will promote Accor Heartist benefits, manage reviews and special requests, and drive guest loyalty while maintaining exceptional service levels at a prime lakeside property.

Qualifications

• At least 3 years in a hotel environment with supervisory or managerial exposure.
• Strong communication and stakeholder rapport-building abilities.
• Excellent personal presentation and time management skills.
• Proficiency in Microsoft Office and hotel management systems (e.g. OPERACLOUD).

Responsibilities

• Curate extraordinary guest experiences, focusing on VIPs, long stay, high-spend, and loyalty guests.
• Maintain exceptional response rate to guest reviews on all platforms, addressing concerns with a proactive approach.
• Coordinate and assist with special requests, ensuring smooth transitions for VIPs, loyalty members, and guests celebrating special occasions.
• Support the delivery of quality service by communicating operational requirements and policies to all departments.
• Lead action plans for improvement based on feedback (TrustYou, CEO, online reviews).
• Organize and participate in VIP networking functions for the loyalty guest.
• Focus on loyalty and brand representation, ensuring all guests are welcomed and recognized in line with brand standards.
• Flexibility to work weekends and public holidays.

Skills

Guest experience

VIP guest handling

Loyalty programs

Stakeholder management

Communication skills

Time management

Tools

OPERACLOUD

Microsoft Office

Job description

Guest Experience & Loyalty Manager

Novotel Queenstown Lakeside is located on the shores of Lake Wakatipu, a 4 star property with 273 rooms, meeting facilities and a stunning view from our Elements Restaurant. Conveniently placed in prime location in Queenstown, making it one of the most iconic tourist destination Hotels in the World!

We are seeking a dynamic and passionate Guest Experience & Loyalty Manager to join the Novotel Queenstown Lakeside team, following the internal promotion of our current team member. As the face of the property and our Brand and Loyalty Ambassador, you will be at the forefront of curating exceptional guest experiences and ensuring the highest levels of guest satisfaction. You will manage VIP guest interactions, drive guest loyalty, and work collaboratively across departments to elevate service standards and create memorable experiences throughout the hotel. This is a great opportunity to join a team that values internal career growth and development.

Key Responsibilities

• Curate extraordinary guest experiences, focusing on VIPs, long stay, high-spend, and loyalty guests.
• Maintain exceptional response rate to guest reviews on all platforms, addressing concerns with a proactive approach.
• Coordinate and assist with special requests, ensuring smooth transitions for VIPs, loyalty members, and guests celebrating special occasions.
• Support the delivery of quality service by communicating operational requirements and policies to all departments.
• Lead action plans for improvement based on feedback (TrustYou, CEO, online reviews).
• Organize and participate in VIP networking functions for the loyalty guest.
• Focus on loyalty and brand representation, ensuring all guests are welcomed and recognized in line with brand standards.
• Flexibility to work weekends and public holidays.

Qualifications

• At least 3 years experience in a hotel environment, ideally in a supervisory or managerial capacity or with significant experience in a similar role.
• Strong communication skills and ability to build rapport with stakeholders.
• Excellent personal presentation and time management skills.
• Proficiency in Microsoft Office and hotel management systems e.g. OPERACLOUD.
• Demonstrated ability to manage complaints and provide effective solutions.
• Strategic thinker with a passion for hospitality and positive impact on guest experience.

Additional Information

Salary NZD $65000 - $68000 per annum

Place of employment 6 Earl Street Novotel Queenstown Lakeside Full time 40hours

Why work for Novotel, Queenstown?

• Staff meals provided while on shift.
• Uniforms, washed and laundered daily.
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide.
• Accor's Parental Leave Scheme.
• Access to our Employee Assistance Program.

Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.