Hotel Quality & Social Media Manager - Accorhotels - City of London - Wizbii

Hotel Quality & Social Media Manager

  • By Accorhotels
  • October 2018
  • City of London (United Kingdom)
  • Quality / Safety / Hygiene

Job description

Key tasks

Hotel Quality & Social Media Manager

The Hotel Quality & Social Media Manager’s position has key objectives for the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel. This is achieved by monitoring the daily guest experience scores and guest feedback received via a number of platforms and be able to effectively communicate this information to the hotel team.
They need to animate and proactively manage all social media content.
Effectively communicate this information to the hotel team through training the teams to optimise the overall guest experience culture within the hotel.

Main Duties & Responsibilities

Guest Experience

• Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
• Makes recommendations to improve the Guest Experience and shares these with the management team
• Responds to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively.
• Communicates their analyses and summaries of guests' perceptions to the Heads of department, to help them keep their continuous improvement action plans up to date
• Enhances the hotel's customer service and Guest Experience by incorporating examples of best practices

Learning and Development

• Conducts weekly and monthly training sessions in Pullman London St Pancras
• Contributes to the content of new training programs in UK
• Schedules training sessions, organises information technology and other equipment
• Monitors training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary

Social Media/Reputation Management

• Monitors social media platforms e.g. Twitter, Facebook, Instagram
• Engages with the audience following the Pullman social media strategy
• Maintains the accuracy and consistency of data produced from all social media platforms
• Posts relevant articles on social media platforms ensuring all content follows the guidelines outlined in the Pullman Social Media strategy
• Grow the number of audience/followers on social media platforms
• Manages Trip Advisor ranking and reviews in order to move ranking upwards

Pullman and its talent community

The Pullman promise is built around its three values: commitment, adaptability and creativity , and these are orchestrated throughout the hotel by a specific human resources and management policy:

• Body & Soul, the service attitudes model developed by Pullman

• Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions

• A Pullman “school” of leadership, focusing on creativity.

Seeked profile


Level of Education Associate
Areas of study Hospitality Management
Professional experiences 3 to 5 years
Languages essential English

Essential and optional requirements


• Perfectly fluent in English and a second language is preferable
• Analytical
• Team player
• Excellent communicator
• Able to influence positively
• Detail-oriented
• Innovative and creative
• Digitally-oriented
• Organised
• Accountable
• People-oriented
• Multi-tasking

·  Excel
·  Power Point
·  Word
·  Opéra

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About Accorhotels


AccorHotels, l’hôtelier mondial de référence !

  • Une présence dans 100 pays. 
  • 4 300 hôtels et près de 620 000 chambres.
  • Un large portefeuille de marques, allant du luxe à l’économique : Raffles, Fairmont, Sofitel, Rixos, MGallery, Grand Mercure, Pullman, Swissôtel, Angsana,The Sebel, Novotel, Suite Novotel, Mercure, Mama Shelter, Adagio, ibis, ibis Styles, ibisbudget, hotelF1. 

Aujourd’hui, AccorHotels est bien plus qu’un leader mondial : c’est un groupe de 250 000 hôteliers qui partagent une même passion.
Notre ambition : être l’acteur hôtelier mondial de référence. Pour proposer à nos clients, collaborateurs, partenaires, une expérience unique. 
Pour cela, le Groupe a annoncé, le 3 juin 2015, élargir son terrain de jeu, pour accélérer sa transformation. AccorHotels devient plus ouvert, plus connecté et plus affirmé, et ce afin de continuer à bousculer les codes de l’hôtellerie.

Sous l’impulsion de Sébastien Bazin, Président-directeur général, la stratégie du Groupe s’appuie sur plusieurs fondamentaux :

  • un nouveau nom, AccorHotels, une nouvelle promesse, Feel Welcome, exprimés à travers une identité renouvelée.
  • deux expertises d’opérateur/franchiseur (HotelServices) et de propriétaire/investisseur
    (HotelInvest) ;
  •  un large portefeuille de marques de renommée internationale allant du luxe (Raffles, Fairmont, Sofitel, Pullman, MGallery, Grand Mercure, The Sebel), à l’économique (ibis, ibis Styles, ibis budget, adagio access et hotelF1) en passant par le milieu de gamme (Swissôtel, Novotel, Suite Novotel, Mercure, Mama Shelter,
    Adagio) ;
  • la puissance de sa place de marché et de son programme de fidélité Le Club AccorHotels ;
  •  l’engagement depuis près de 50 ans d’un groupe citoyen et solidaire avec son programme de développement durable  PLANET 21.


2453 vacancies open at Accorhotels

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