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  1. Tiempo completo
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FAIRMONT MUMBAI, Mumbai, India

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REF23978X

Guest Experience Manager

Region

Luxury & Lifestyle


Company Description

"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"


Job Description

An extraordinary guest experience begins with you. As Guest Experience Manager, you will ensure a warm welcome feeling for our guests as soon as they arrive.

What’s in it for you:

  • Employee benefit card offering discounted rates in Accor worldwide
  • Learning programs through our Academies
  • Opportunity to develop your talent and grow within your property and across the world!
  • Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

  • Jobs involve all aspects of delivering optimum quality of a company's services
  • Monitoring, inspecting, and proposing measures to correct or improve a hotel's final products and processes in order to meet established quality standards.
  • Conduct regular inspections and audits of all areas of the hotel, including guest rooms, public areas, dining facilities, and service delivery. Identify areas for improvement and work with department heads to address deficiencies.
  • Provide training and guidance to hotel staff on quality standards, best practices, and guest service excellence. Organize workshops and training sessions as needed.
  • Collect and analyze guest feedback, reviews, and surveys to identify trends and areas of concern. Develop action plans to address issues and improve guest satisfaction.
  • Ensure that the hotel complies with all relevant regulations and health and safety standards. Stay updated on local and national regulations related to the hospitality industry.
  • Collaborate with department heads and managers to address quality-related issues, share best practices, and implement improvements. Foster a culture of teamwork and continuous improvement.
  • Prepare regular reports for senior management detailing quality assurance activities, findings, and progress in meeting quality goals.
  • Handle guest complaints and concerns related to quality promptly and professionally. Work with staff to resolve issues and prevent recurring problems.

Qualifications

  •  Minimum 1 to 2 years of experience in same role.
  •  Results orientation – planning, problem solving & execution
  •  Multi-tasking, proactivity and creativity
  • Decision making - autonomous in the search for solutions
  • Strong communicator, open-mindedness, positive attitude  
  • Project management skills
  • Hospitality business understanding
  • Strong Analytical skills
     

La diversité et l’inclusion pour Accor, c’est accueillir chacun et chacune dans le respect de ses différences en donnant la priorité aux seules qualités et compétences. Notre ambition est de développer l’emploi, mieux accueillir, offrir d’excellentes conditions de travail et  favoriser l’évolution de l’ensemble des collaborateurs et notamment des personnes en situation de handicap. N’hésitez pas à nous faire part de vos éventuels besoins spécifiques afin que nous puissions les prendre en considération lors de votre processus de recrutement.

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