Guest Experience & Quality Manager

Job description

Key tasks

Want to join our Head Office team? We are recruiting for a Guest Experience Manager – AccorHotels UK & Ireland based in our amazing office in Hammersmith, West London. We are looking for a person who is passionate, motivated and has an eye for detail, keen to learn and willing to contribute positively to the organisation as a whole.

What will you be doing?
The Guest Experience & Quality Manager is responsible for the continuous improvement of our guests’ experience and online reputation of the brands & hotels. This role is highly analytical and requires excellent Microsoft Office skills (particularly in Excel and PowerPoint), and is accountable for ensuring compliance of the Brand Assurance Programs in the hotel properties, the implementation and follow-up of brand standards, while supporting optimal guest experience, increased satisfaction and loyalty. Duties include (not exhaustive):
• Define main Key Performance metrics (Reputation Performance Score, guest satisfaction…) to monitor the guest experience delivered in the hotels and drive solutions to improve the guest experience and performance metrics
• Be the ‘Voice of the Guest’ champion: advocate, educate and champion the ‘voice of the guest’ platform across all the properties and share insights with relevant Head Office departments
• Ensure all guest feedback is correctly captured and actioned as required by properties
• Conduct root cause analysis of complaints, pain points across the guest journey and liaise with the operation teams and Head Office departments to implement preventative and/or corrective actions
• Produce monthly reports to highlight guest satisfaction levels and points of improvement at country level, by brand or by Franchise Partners
• Review the global standards and processes for each brand and improve at country level with the Marketing and Operations teams

Welcome to a world of unlimited career opportunities! We are an award winning hotel group, with a number of fantastic brands. You will be given an opportunity to shine and develop your career within our dynamic and hugely successful teams. Of course, you will be offered a number of great benefits such as:
• Salary approximately £37,000 (depending on experience) + competitive annual bonus
• 31 days holiday entitlement including bank holidays, increasing with service to a maximum of 33 days
• Private Medical Insurance
• Additional employer contributions to your Pension Scheme
• Hotel accommodation and other discounts worldwide in all 94 countries we are in!
• Free stays at AccorHotels within the UK & Ireland
• Friends and Family hotel accommodation discount rate
• Child care vouchers, Cycle to work scheme & Season Ticket loan
• The list goes on…. discounts with Europe car, Emirates, Merlin Entertainment and Eurostar
Great talent deserves great benefits and rewards- and AccorHotels is fantastic place for your next career move.

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Other
Professional experiences 3 to 5 years
Languages essential English (Primary tongue)

Essential and optional requirements

What are we looking for?
• Have a confirmed experience or similar role in past position for at least 3-5 years
• Bachelor’s degree in Hospitality, Marketing and/or relevant field
• Strong analytical skills and Microsoft Office skills (particularly in Excel and PowerPoint)
• Ability to manage projects strategically, while being hands-on and detail-oriented
• Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant products, services and programs
• Ability to coordinate, communicate and get buy-in from the different stakeholders at various levels
• Ability to influence stakeholders, to create and lead a guest-centric culture
• Strong experience with the setup and management of a Quality Management System
• The successful applicant must possess excellent English written and verbal communication skills
• Eligible to work in the UK
• Anticipated start date – ASAP