Guest Experience Manager

• We believe in performance, agility, innovation, fun, collective intelligence, and empowerment.
• We take great pride in celebrating successes, yet we do also accept to fail so we can bounce back even stronger.
• We are empowered and fully accountable. Everyone is encouraged to take ownership, make decisions and drive impact.
• We act as One team. Global, Regions and Hotels build and drive our commercial and marketing strategy together, support each other and grow collectively. We learn from each other, we win collectively.

We are seeking an experienced and visionary Guest Experience Manager to join our dynamic hospitality team in Ras Al-Khaimah, United Arab Emirates. In this pivotal role, you will serve as the "voice of the guest," driving excellence across all guest touchpoints and leading transformational initiatives that elevate our property's reputation and guest satisfaction. As a strategic leader, you will collaborate with senior management and department heads to foster a guest-centric culture, implement quality assurance programs, and ensure every interaction reflects our brand's commitment to exceptional service. This is an opportunity to make a meaningful impact on our guests' experiences while building and mentoring a high-performing team dedicated to continuous improvement.

**Voice of the Guest & Guest Insights**

• Lead and champion all guest experience initiatives across the property in partnership with the General Manager, serving as the primary advocate for guest needs and preferences
• Centralize, analyze, and interpret comprehensive guest feedback from multiple channels including surveys, digital platforms (VOG, Local Measure, Accor Customer Digital Card, ResaVision), and direct guest interactions
• Monitor and drive Reputation Performance Score (RPS) and CompIndex metrics, utilizing data-driven insights to identify business improvement opportunities
• Manage and respond to all guest feedback in accordance with company protocols, ensuring timely and empathetic resolution
• Conduct thorough root-cause analysis at each guest touchpoint, developing and implementing problem resolution and prevention strategies
• Share actionable guest insights during daily briefings with the General Manager, heads of departments, and staff, highlighting both positive feedback and areas for improvement to foster employee recognition and accountability
• Lead deep-dive analysis on member experience and satisfaction, collaborating closely with loyalty program specialists to enhance member engagement

**Team Leadership & Culture Development**

• Build, develop, and empower a dedicated team of Guest Experience Champions throughout the property, instilling a guest-centric mindset across all departments
• Conduct comprehensive guest experience management onboarding for new team members, ensuring alignment with company values and service standards
• Facilitate monthly meetings with department heads to communicate performance metrics, provide support, and monitor progress on action plans
• Champion internal communication of guest experience initiatives, best practices, and performance updates to all employees, fostering transparency and collaborative improvement
• Model and promote a supportive, inclusive, and motivational work environment that encourages innovation and resilience

**Brand Assurance & Quality Program**

• Embrace and effectively communicate brand assurance programs and quality initiatives to all stakeholders, ensuring comprehensive understanding and buy-in
• Maintain expert knowledge of brand essentials and quality standards, actively monitoring implementation across all departments
• Review and follow up on corrective action plans proposed by departments following quality audits
• Implement proactive daily and weekly cross-departmental assessments, empowering staff to take ownership of quality standards
• Establish and achieve internal targets to ensure optimal performance during mystery audits and external evaluations

**Operational Guest Service Excellence**

• Maintain regular, meaningful interactions with guests to gather feedback, understand preferences, and identify enhancement opportunities
• Ensure VIP and high-value guests receive personalized, exceptional experiences from pre-arrival through departure
• Train, direct, and monitor guest relations team performance, ensuring adherence to service standards and operational procedures
• Demonstrate exceptional problem-solving capabilities, efficiently recovering negative guest experiences and transforming them into positive outcomes
• Empower and support team members in resolving both internal and external guest service issues with decisiveness and empathy

**Strategic Initiatives & Collaboration**

• Work collaboratively with Training & Coaching teams to ensure the entire hotel embraces the service culture philosophy, enhancing overall guest experience
• Partner with the Accor Customer Digital Card (ACDC) Champion to leverage the platform, collect guest preferences, and personalize guest experiences
• Lead change management initiatives, modeling positive responses to organizational changes and coaching teams through transitions
• Maintain comprehensive knowledge of all hotel services, amenities, outlets, and features to provide informed recommendations and support

**Additional Responsibilities**

• Maintain thorough knowledge of hotel fire, life safety, and emergency procedures
• Attend all required briefings, meetings, and training sessions as assigned by management
• Maintain professional appearance, punctuality, and adherence to uniform standards at all times
• Perform additional duties as assigned by hotel management to support operational excellence

**Required Skills & Competencies**

• Advanced proficiency with guest satisfaction platforms and tools (VOG, Local Measure, Accor Customer Digital Card, ResaVision, or similar systems)
• Expert-level ability to monitor, analyze, and interpret Reputation Performance Score (RPS) and CompIndex metrics
• Strong analytical and data interpretation skills with the ability to conduct root-cause analysis and develop actionable insights
• Exceptional communication and presentation skills, with the ability to articulate guest insights to diverse audiences
• Advanced problem-solving and conflict resolution capabilities with a focus on guest recovery and service excellence
• Strategic planning and implementation skills with demonstrated ability to execute multi-departmental initiatives
• Strong leadership and team development capabilities, with experience building and motivating high-performing teams
• Proficiency in guest feedback management, response protocols, and reputation management
• Excellent organizational and time management skills with the ability to manage multiple priorities simultaneously
• Demonstrated ability to foster inclusive, collaborative, and supportive team environments

**Required Experience**

• Minimum 5-7 years of progressive experience in guest experience management, hospitality operations, or related roles
• Proven track record of leading guest experience initiatives and driving measurable improvements in guest satisfaction scores
• Demonstrated experience in team leadership, training, and development within a hospitality environment
• Experience with quality assurance programs, brand standards implementation, and audit management
• Proven ability to manage stakeholder relationships and influence cross-functional teams
• Experience in crisis management and handling challenging guest situations with professionalism and empathy
• Background in hospitality industry with understanding of service culture and operational excellence

**Preferred Skills & Experience**

• Experience with loyalty program management and member engagement strategies
• Familiarity with change management methodologies and organizational transformation initiatives
• Background in budget management or financial acumen related to guest experience programs
• Multilingual capabilities (Arabic, English, or other languages beneficial for international guest interactions)
• Experience in luxury or upscale hospitality properties
• Knowledge of Accor brand standards and hospitality best practices

**Education & Certifications**

• Bachelor's degree in Hospitality Management, Business Administration, or related field (or equivalent professional experience)
• Hospitality management certification or professional development in guest experience management (preferred)
• Current knowledge of hotel fire and life safety procedures and emergency protocols

**Domain Expertise**

• Deep understanding of hospitality industry standards and best practices
• Expertise in brand assurance, quality standards, and service culture implementation
• Knowledge of guest service excellence frameworks and methodologies
• Familiarity with hospitality technology platforms and digital guest engagement tools
• Understanding of loyalty programs and member experience optimization
• Knowledge of performance metrics, KPIs, and data-driven decision-making in hospitality

At Accor, we are committed to diversity. Each individual, each personality, and each experience has its place to grow and make us grow collectively. Everything we do, we do with heart. We are creators of emotions, professionals of the human experience, open to others and the world around us.

• Our culture is inclusive. We value the richness of the 120 nationalities, the different backgrounds, the different stories that make up our company.
• We care for the world around us: our teams, our guests, our establishments, our environment are at the heart of our concerns. Our mission is human, essential: to bring cultures together, to open windows on the world, to provide unforgettable experiences, day after day.
• All our Heartists are talents in the making, they are the future of our group and our hotels. Helping them grow professionally and develop personally according to their wishes and ambitions is our priority.
• Together, we imagine your future. Our group is large, with many opportunities, and the experiences are infinite.
• We dare to question the status quo. We challenge ourselves to always do better. We take risks, we dream the impossible and make it possible.
• Hospitality is teamwork, and we are stronger together. We believe in caring, we respect our differences and value all voices. We work as a team, saying what we do and doing what we say.