Guest Experience Manager

Job description

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

Job Description

·  Take charge the entire front office operations in the absence of Front Office Manager and Asst. Front Office Manager.
·  Supervises and leads the front office functions. Personally takes charge of the guest relations team.
·  Develops high quality of positive relationships with all guests, peers, team members, business partners and potential clients.
·  Champion for hotel online and offline reputation.
·  Take ownership of guest voice though TrustYou platform. Reply to guest feedback across all platforms and channels appropriately and in timely manner. Investigate guest comments when necessary.
·  Ensure the integrity of online ratings such as TripAdvisor.
·  Analyze guest feedback and identify areas of improvement. Communicate with concerned department heads and drive action plans.
·  Utilize all guest feedback platforms to analyze trends, eliminate issues and prevent problems.
·  Review industry trends for new and innovative product and service opportunities.
·  Lead the quality meeting.
·  Champion for the hotel brand standards. Work with all department heads to ensure that all areas are compliant and yearly audits are passed successfully.
·  Internally audit the hotel periodically.
·  Champion for employee recognition program to drive further guest engagement.
·  Champion for ‘Sparkle’ program. Encourages other departments to participate in delivering elevated guest experiences.
·  Conduct regular meetings with associate to check on their service sequences, product knowledge and other relevant information.
·  Obtain feedback from guest and employees then propose on strategies to improve the guest experience.
·  Control monthly guest gratuities cost.
·  Monitor the entire VIP experience.
·  Responsible to oversee pre arrival and post departure queries.
·  Ensure that Evalpack procedures are well implemented and respected. Ensures that invoicing and cash operations procedures are respected.                                                                                                                                                                                                                                              
·  Ensures employees are representative of the brand. Grooming is in accordance to standard.
·  Spot check on guest room randomly and make a report to ensure rooms are free of defect and fully functional.
·  Maintain a constant, visible physical presence in public areas especially during peak periods.
·  Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
·  Monitor and check room allocation for VIPs, elite members and repeaters.
·  Welcome and bid farewell VIPs.
·  Relieving Duty Manager shift when needed.
·  Monitor the inventory of office supplies of business center and guest relations.
·  Monitor and maintain consistent sequence of services.
·  Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
·  Able to assist front desk operations when required.
·  Ensures the whole team is up to date with the sales priorities for the day, room inventory, business forecast.
·  Ensures that the team is perfectly aware of all the offers available in the hotel and promotes them to the guests.
·  Familiar with the hotel's environment and competing hotel.
·  Ensures that the loyalty program is promoted and endorsed positively to drive enrollment.
·  Enforces hotel policies when required.
·  Spot checks on team members’ product knowledge and document any areas of improvement.     
·  To spot check the executive lounge periodically and engage with the guest during peak periods.  
·  Drives upsell and cross sell initiatives.
·  Ensure that loyalty program retro claim is followed up promptly and do not exceed 1%.
·  Ensures that hotel premises and equipment are always well presented and that they remain in good condition.
·  Maximize revenues and effectively control cost.
·  Ensure the lobby area is always compliant to the brand standards.
·  Adhere to all operating standard procedures, hotel policies and brand standards.
·  Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Qualifications

Our Guest Experience Manager must have:

·  2 years + working experience in a 5 star luxury hotel
·  Experience in multiple roles in Front Office, showing experience 
·  PMS experience required - (Opera cloud preferred)
·  Ability to work well under pressure in a fast paced environment
·  Proficient knowledge of computer systems such as: Microsoft Word, Excel & Outlook is required
·  Excellent verbal and written communication skills.
·  You take ownership of important issues, solve problems, and make effective decisions.
·  Experience managing invoices. 
·  Experience managing guest reviews in Trust you
·  Flexibility to work evenings, weekends, and public holidays as required.