Assistant Guest Experience Manager

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• 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 analyze all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Accor Customer Digital Card).
• 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 Comp Index.
• 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 (CXC).
• Conducts Guest Experience Management induction for new Heartists.

• Bachelor's degree in hospitality management, business administration, or a related field
• Sufficient experience in a customer-facing role
• Excellent interpersonal and communication skills
• Ability to present information to and train employees

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.