- Integral
- Permanente
- Governança
- ACCOR
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Pullman New Delhi Aerocity, New Delhi, India
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REF61101T
Guest Experience Manager
Region
MEA SPAC
Business Performance
- Has regular and close contact with hotel guests. Organises meetings with guests to collect feedbacks and ideas.
- Makes recommendations and propositions to the managers.
- Ensures that the PGEP tools (modules on standards implementation, internal surveys, audits, and social media) are deployed, used and understood.
- Maintains the accuracy and consistency of data and information within the PGEP tools.
- Responds to guest comments and monitors correspondence with the guest.
Task and Reports
- Checking VIP arrivals and departures for the day and meeting them in person
- Maintaining and doing spot checks of guest preferences being met & driving ACDC
- Meeting ALL VIP guests and ensuring they have a memorable stay
- All guests who have made complaints to be met by self and the HOD/DOP (depending on the complaint) and ensuring issue is resolved and the guest leaves the hotel recovered and happy
- Coordinating with Front office and Housekeeping to ensure birthday/anniversary amenities are placed and memorable experiences are created for the guest whilst they are in the hotel
- Lobby presence during peak hours of guest movement to take guest feedback.
- Prepare & Execute strategy for driving Trip Advisor ranking through channels prescribed
- Ensure all guest feedback received on various channels are replied to within the stipulated time
- Conducting Training for all guest facing Heartists on how to solicit guest feedback on various platforms ensuring no two departments are speaking with the same guest
- All investigations to be completed in case of guest complaints and root cause to be analyzed and fixed
- Drive ACDC program
- Regular check & weekly catch up with all long staying guests
- Share a guest met report on daily basis
- Daily guest complaints and resolution meeting with Front Office, Housekeeping and F&B head along with the DOP
- Daily guest feedback report to be shared with all HODs & EXCOM & findings compiled along with root cause & solution for non-recurrence
- VOG Meeting to be held every week
Deixe seu coração guiá-lo em um mundo onde a vida pulsa com paixão.
Diversidade & Inclusão para a Accor
significa acolher cada um e respeitar suas diferenças, priorizando apenas
qualidades e habilidades na ampliação de oportunidades de emprego e
desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma
cultura acolhedora, excelentes condições de trabalho e promover o
desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não
hesite em nos informar de quaisquer necessidades específicas que possa ter para
que possamos levá-las em consideração.
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