Guest Experience Manager

Raffles Hotels & Resorts is a collection of award-winning luxury hotels located in vibrant destinations around the world. Unique with its own distinct personality, each Raffles hotel distinguishes itself with the highest standards of product and service.

Raffles Europejski Warsaw, a beloved icon sitting proudly on Royal Route in the heart of Warsaw, delivers the new chapter of luxury in its extraordinary history that spans over 160 years.

The lovingly restored and reinvented hotel has 106 timeless elegant guest rooms with 24-hour Butler service, signature Europejski Grill restaurant, legendary Long Bar, a century-old heritage patisserie Lourse Warszawa, and a revitalizing oasis Raffles Spa.

It also acts as a showcase for the best modern Polish art, with Hotel Europejski Art Collection.

We offer excellent career development and growth opportunities for our Colleagues who have the talent, dedication, drive, and passion to be part of a leading global luxury hospitality brand.

Scope and Objectives

Reporting to the Director of Front Office, the Guest Experience Manager plans and manages the overall operation of the Butlers with the aim to create a passionate and committed team that deliver superlative guest journeys. The position is responsible for the Leadership, Vision and Strategies of the department to achieve hotel’s desired performance. The Guest Experience Manager must be skillful and experience in Butler tasks, intuitive, meticulous, organized and constantly look into improving work process and stays updated in hospitality trends that will continuously exceed the expectations of the guests.

Key Roles & Responsibilities:

• Lead and guide Butler team to provide best service to all guests.
• Prioritizes and organizes work assignments and delegates work effectively to supervisory and non-supervisory personnel.
• Ensure Butlers deliver the Raffles touch by providing pro-active personalized service.
• Ensure guests are taken care of exclusively, paying particular attention to their needs and requests.
• Monitors performances of Butler and provides timely feedback for improvements, praises when due and conducts appraisal.
• Ownership of individual’s growth and identifies short to long-terms goals to achievement and ensures high colleague engagement and welfare.
• Motivates, trains and develops the team that enables them to operate with room for innovation, efficiency and effectiveness.
• Recruits, inducts and trains a Butler team that is competent and confident to exceed guest expectations at all times through the highest level of emotional and anticipatory engagement.
• Takes charge and resolves any guest complaints reported by the Butler team and escalates to Guest Experience Manager.
• Accountable to drive and create action plans of Butlers’ performance in guest satisfaction index, audits and KPIs.
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP).
• Ensures service standards and individual performance are aligned with Raffles Values - Excellence, Respect, Integrity, Caring

• At least 3 years of leadership experience in a related field required
• Good knowledge of hotel operations
• Oral and written fluency in English and Polish
• Excellent interpersonal, communication and organizational skills
• Self-starter, coach & mentor who can inspire the team to perform their best
• Understand international luxury travelers and their needs

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS