Guest Experience Manager

Why work for Accor?
We are more than a worldwide leader in hospitality. We welcome you as you are, offering a job and brand that match your personality. We support your growth and learning every day, ensuring that work brings purpose to your life. During your journey with us, you can explore Accor’s limitless possibilities.
Join Accor and write your own story. Together, we can shape the future of hospitality. Discover the opportunities awaiting you at Accor by visiting https://careers.accor.com/.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

An extraordinary guest experience begins with you. As Guest Experience Manager, you will ensure a warm welcome for our guests from the moment they arrive.

What’s in it for you:

• Employee benefit card offering discounted rates worldwide within Accor
• Learning programs through our Academies
• Opportunities to develop your talent and grow within your property and across the globe
• Contribute to our Corporate Social Responsibility activities, such as Planet 21

What you will be doing:

• Delivering high-quality services across all hotel operations
• Monitoring, inspecting, and proposing measures to improve hotel services and processes to meet quality standards
• Conducting regular inspections and audits of all hotel areas, including guest rooms, public spaces, dining areas, and service delivery. Identifying areas for improvement and collaborating with department heads to address them
• Providing training and guidance to staff on quality standards, best practices, and guest service excellence. Organizing workshops and training sessions as needed
• Collecting and analyzing guest feedback, reviews, and surveys to identify trends and areas for improvement. Developing action plans to enhance guest satisfaction
• Ensuring compliance with all relevant regulations and health and safety standards. Staying updated on local and national hospitality regulations
• Collaborating with department heads and managers to address quality issues, share best practices, and implement improvements. Promoting a culture of teamwork and continuous improvement
• Preparing reports for senior management on quality assurance activities, findings, and progress towards quality goals
• Handling guest complaints and concerns related to quality promptly and professionally. Working with staff to resolve issues and prevent recurrence

• 1 to 2 years of experience in a similar role
• Results-oriented with skills in planning, problem-solving, and execution
• Ability to multitask, be proactive, and creative
• Autonomous decision-making skills in finding solutions
• Strong communication skills, open-mindedness, positive attitude
• Project management skills
• Understanding of the hospitality industry
• Strong analytical skills