Guest Experience Manager

Job description

Job Description

This position has as key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily experience performance and Guest feedback, representing the Guest within the hotel and supporting GM on achieving positive results and Guest Experience targets. She/he will ensure full compliance of the Brand Assurance Program at the property, the implementation and follow-up of brand essentials (standards) and quality programs, including related training, with the aim of ensuring brand consistency and excellence, while supporting optimal Guest Experience, increased satisfaction and loyalty.

Responsibilities

VOICE OF THE GUEST (VOG)

·        As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property.

·        Focuses on guest satisfaction when identifying business improvement opportunities.

·        Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…).

·        Encourage staff to invite guests to answer to the hotel guest satisfaction survey.

·        Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex.

·        Manage responses to all guest feedback, as per Accor’s recommendation.

·        Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees).

·        Organize root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation.

·        Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist.

·        Send out weekly analysis of Guest Experience for review and necessary actions.

·        Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences.

·        Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other Accor (CXC)

·        Conduct Guest Experience Management induction for new hires.

BRAND ASSURANCE AND QUALITY PROGRAM

·        Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.

·        Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments.

·        Review and follow up on action plans proposed by each department post-mystery audit.

·        Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task.

·        Conduct quarterly full self-assessments with the help of I-Auditor.

·        Set internal target to ensure the highest audit score during the mystery audit.

OPERATIONAL: GUEST SERVICE

·        Has regular and close interactions with hotel guests to collect feedbacks and ideas

·        Ensure VIP guests’ experience meet expectation from pre-arrival to departure

·        Take pride in delivering a high quality service

·        Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one

·        Support team members to resolve internal and external guest service issues.

Work Experience

·        The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen.

·        Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant/innovative products, services and programs.

·        Real time observation skills.

·        Ability to analyze lots of data & figures and draw conclusions accordingly.

·        Act as a role-model and inspire behavioral change.

·        Lead and foster excellence and innovation.

·        Bachelor’s Degree in Hospitality or related areas;

·        Strong user knowledge of Microsoft Outlook and Microsoft Office tools;

·        Experience in 5-star Hospitality required;

·        Strong background in hotel operations; (minimum of 3 years in hotel operations).

·        Experience in partnering and working closely with different stakeholders at various levels

Benefits

·        Attractive remuneration package, 13th month salary & Variable bonus based on performance appraisal.

·        02 month probation with full salary and service charge.

·        Seniority allowance applied after 3 years employment.

·        Monthly telephone allowance.

·        05 working days & 02 day-off per week.

·        Social Insurance.

·        Special Healthcare & Accident Insurance.

·        Free accommodation, 3 meals every day.

·        Global Bienvenue card (Accorhotels’ discount card for employees).

·        Free-of-charge visit to all SunWorld cable cars and parks applied for both employee and family members.

·        Annual vacation, Annual health check, other benefits according to hotel policy.

·        Career path in the most respected and prestigious hotel companies in the world.

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