Assistant Manager - Guest Experience

Job description

Key tasks

Maintains direct contact with guests
to collect direct feedback and facilitate
new ways of collecting more in-house
feedback.
• Works closely with Department Heads
to assess service standards and
delivery on a regular basis.
• Ensures that the relevant teams and
stakeholders respond to all Guest
feedback, e.g. VOG GSS, and
consumer-generated content on
various social media sites or travel
sites (100% of the negative
reviews/feedback, but none of the
positive reviews/feedback except for
those on GSS and TripAdvisor).
• Reviews and communicates best
practices implemented in other hotels
within the brand, follow-up on
implementation at the property when
relevant.
• Responsible for implementation and
application of Local Measure along
with E-commerce or Marketing team.
Leads and supports all Guest
Experience initiatives at the property.
• Supports GM in driving a guest centric
culture in the hotel and create
awareness and understanding among
all Ambassadors on the importance of
guest experience.
• Reviews and communicates the Brand
Assurance Program and all new
brand/quality initiatives effectively to
all stakeholders.
• Works with and supports Department
Heads to prepare for LQA or BARE
Brand Assurance audits as applicable
to the hotel.
• Conducts regular property selfassessments
on the Operational Brand
Standards and other quality programs
including cross-departmental audits
through Auditor and other tools.
Bachelor’s Degree in Hospitality or
related areas
• Strong user knowledge of Microsoft
Outlook and Microsoft Office tools
• Relevant work experience with
internationally reputed hotel chains is
preferred
• Strong background in hotel
operations or service industry (in a
client facing role); (2-5 years).

At Novotel, we grow faster

Feel fully responsible, be autonomous, adaptable, professional, have a love of adventure and a desire to stretch your limits: that’s the Novotel spirit .
An international brand with a network of 400 hotels in 60 countries, Novotel’s success is due to the professionalism and enthusiasm of its 30 000 employees who have been embodying the brand’s ideals for over 40 years.

DNA of the brand, innovation is at the heart of the promise made to employees: "At Novotel, we grow faster" . To transform this promise into reality, Novotel has implemented a unique human resources policy declined around five main professional career paths. Novotel accompanies each employee throughout their career. Integration, geographic mobility, bridging provision, skills development… everyone is given the opportunity to progress quickly and go further. Impossible is not Novotel.

  Move Up

  Watch the video

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality Management
Professional experiences 3 to 5 years
Languages essential English
Hindi

Essential and optional requirements

·  Excel
·  Power Point
·  Word