GUEST EXPERIENCE MANAGER

Sofitel Legend Casco Viejo Panama is located in the heart of the Historic District of Casco Viejo Panama, a UNESCO protected site and United Nations designated world heritage. The Hotel provides superior Waterfront location, a diverse mix of facilities and outstanding service, attracting leisure and business clientele seeking a luxury experience in the context of a historic locale. Sofitel Legend Casco Viejo offers an intimate ambiance, outstanding facilities along with a wide range of bespoke services.

• Lead the Guest Experience and Legendary Services team, ensuring personalized, intuitive, and memorable guest experiences.
• Ensure the consistent execution of Accor Premium Luxe, Sofitel Legend, LQA standards, and the brand’s signature rituals.
• Maintain effective communication and strong interdepartmental relationships to ensure a seamless operation focused on the guest.
• Oversee the complete experience of VIP and loyalty guests, from pre-arrival through departure, including personalized follow-up and itineraries.
• Monitor guest feedback, incidents, and opportunities for improvement through TrustYou (VOG), ensuring appropriate follow-up and service recovery.
• Lead team performance, training, development, motivation, and grooming standards, while maintaining a highly visible presence with guests and Heartists.
• Manage the department’s administrative and analytical operations, including Alice, Royal Service, Opera Cloud, reporting, purchasing, and departmental records.
• Promote the ALL – Accor Live Limitless loyalty program and ensure VIP and loyalty procedures are consistently met or exceeded.
• Ensure the highest standards of personal presentation, image, and grooming are consistently maintained across the Guest Experience and Legendary Services teams.
• Drive continuous improvement initiatives in the guest experience by identifying opportunities, analyzing trends, and implementing actions that elevate service standards, guest satisfaction, and loyalty.

• Minimum of 3 years of experience in hotel management, including previous experience in a managerial position.
• Proven leadership and team development skills, including coaching, training, and motivating team members.
• Exceptional guest service orientation and a strong commitment to exceeding guest expectations.
• Ability to balance operational objectives, guest satisfaction, team engagement, and profitability.
• Excellent communication, organizational, and interpersonal skills.
• Proficiency in hotel systems, particularly Opera / Opera Cloud, Alice, Royal Service, and Microsoft Office.
• Experience in quality assurance and/or training, preferably within a luxury hotel environment.
• Fluency in English and Spanish, both written and spoken; proficiency in a third language is an advantage.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

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