Guest Experience Manager

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, visithttps://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

About The Role :

 Job Purpose 

This position is responsible for the supervision and management of the overall Guest Experience operations by ensuring that all service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

 Primary Responsibilities  

 Guest Experience Operation 

Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.

Ensures that the following elements are applied long-term throughout the hotel:Pullman Brand Standardsand Loyalty (those elements are refer to I Auditor guidelines)

Mobilizes all players in the continuous improvement dynamics (process, indicators, follow-up etc.

In conjunction with the Heads of Department and Team Leaders, builds up the processes, actions and working methods needed to fulfill the brand's customer promise.

Translates the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.

Mobilizes and challenges all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests, our distinctive quality standard

Provides a methodological framework for Heads of Department, to implement long-term "Quality" standards:analysis, diagnosis, action plan and follow-up

Guarantees the global vision of customer satisfaction and the due application of the brand standards:

- Prepares and implements Pullman brand audits, both internally and externally

- Centralizes all customer satisfaction information with main focus on Voice of Guest program

- Analyses results using indicators defined at Brand level and identifies the hotel's specific aims

- Presents recommendations to managers and defines possible improvement actions with them

Responsible in Response Rate

 Team Management 

Modifies working methods to comply with the brand philosophy

Initiates a positive atmosphere that brings the different departments closer together, in order that each hotel is synonymous with its one and only team of personnel, operating in its own field

Ensures that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel

Implements actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.

Responsible for quality and sustainable development in the hotel

Decides on the department's investments in conjunction with the Executive Assistant Manager Rooms Division and Commercial/ General Manager

Qualifications

 Knowledge and Experience 

Minimum 3 years of relevant experience in a similar capacity

Excellent reading, writing and oral proficiency in English language

Ability to speak other languages and basic understanding of local languages will be an advantage

Good working knowledge of MS Excel, Word, & PowerPoint

 Competencies 

Strong leadership, interpersonal and training skills

Good communication and customer contact skills

Results and service oriented with an eye for details

Ability to multi-task, work well in stressful & high-pressure situations

A team player & builder

A motivator & self-starter

Well-presented and professionally groomed at all times