- Vollzeit
- Festanstellung
- Rooms
- 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
Laissez votre cœur vous guider dans ce monde où la vie bat plus fort
Diversity & Inclusion bedeutet für Accor, alle Menschen willkommen zu heißen und ihre Unterschiede zu respektieren. Wir stellen ei der Ausweitung von Beschäftigungs- und Entwicklungsmöglichkeiten ausschließlich Qualitäten und Fähigkeiten den Vordergrund. Unser Ziel ist es, eine sinnvolle Beschäftigung, eine herzliche und einladende Kultur und hervorragende Arbeitsbedingungen zu bieten und die Entwicklung aller Menschen, einschließlich der Menschen mit Behinderungen, zu fördern.
Zögere nicht, uns bei deiner Bewerbung deine besonderen Bedürfnisse mitzuteilen, damit wir diese berücksichtigen können.
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