Guest Experience Manager

Novotel Hyderabad Airport designed to help guests find their way around easily is built on simplicity and elegance and well positioned near the new international airport.  The hotel features 290 rooms and suites in the Premier Floor with WiFi access, along with a restaurant, a bar, a beautiful outdoor swimming pool and meeting rooms accommodating up to 400 guests covering a total area of 7 acres. The major access routes are National Highway 7 (from the west) and Srisailam SH (from the east).

GENERAL INFORMATION

Address – Rajiv Gandhi International Airport, Shamshabad, Hyderabad, Telangana, India, Pin -500108

Telephone number: +91 (0) 40 6625 0000

Website: https://all.accor.com/hotel/6687/index.en.shtml

Primary Responsibilities

Compliance

• 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 self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.

Monitoring

• Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
• Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.
• Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts.
• Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions. Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads.
• Monitors results of other quality management programs such as Revision and follows up action plans from the relevant Department Heads whenever necessary.
• Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.

Reputation

• 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

Knowledge and Experience

• 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)

Competencies

• Perfectly fluent in English & local language (Proficiency in foreign languages is a plus)
• Analytical, Team player, Detail-oriented, Innovative, creative, Digitally-oriented, Organized, Accountable, People-oriented, Multi-disciplinary, multi-tasked, Passion for people and for best-in-class service.