Assistant Guest Experience Manager

Primary Responsibilities

VOICE OF THE GUEST

• As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property
• Focuses on guest satisfaction when identifying business improvement opportunities
• Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)
• Encourage staff to invite guests to answer to the hotel guest satisfaction survey
• Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
• Manage responses to all guest feedback, as per AccorHotels’ recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation
• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
• Conduct monthly HOD meeting to communicate performance, support and follow up on action plans
• Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels .
• Conducts Guest Experience Management induction for new Heartists.

BRAND ASSURANCE AND QUALITY PROGRAM

• Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
• Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments
• Review and follow up on action plans proposed by each department post LQA audit
• Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task
• Set internal target to ensure the highest audit score during the mystery audit

OPERATIONAL: GUEST SERVICE

• Has regular and close interactions with hotel guests to collect feedbacks and ideas
• Ensure VIP guests’ experience meet expectation from pre-arrival to departure
• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
• Takes pride in delivering a high quality service
• Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
• Allows and supports team members to resolve internal and external guest service issues

OTHER INVOLVEMENT

• HEARTIST: The Guest Experience Manager works closely with T&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience.
• ACDC (Accor Customer Digital Card): The Guest Experience assistant Manager works closely with the ACDC Champion in embracing the platform, collecting and using guest preferences to personalize guest’s experience.
• Change Management: models a positive response to organizational change; leading the change process through coaching and communication

Other Responsibilities

• Maintain complete knowledge of all hotel services, contents & preparation methods, outlets and hotel services/features.
• Be well versed in hotel fire & life safety/emergency procedures.
• Prepare & attend all briefings, meetings and trainings as assigned by management.
• Report for duty on time wearing clean and complete uniform at all times.
• Maintain a high standard of personal appearance and hygiene at all times.
• Perform other reasonable duties assigned by the assigned by the Management of the Hotel