Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
The Assistant Guest Experience Manager / PA to the General Manager provides professional administrative support to the General Manager while ensuring exceptional guest experience standards throughout the hotel. The role acts as a key liaison between guests, department heads, and the General Manager, supporting VIP guest relations, service recovery initiatives, guest satisfaction programs, and executive administration.
Key Responsibilities
Guest Experience Management
- Monitor guest satisfaction scores, reviews, and feedback across all platforms.
- Ensure prompt handling and resolution of guest complaints and service recovery cases.
- Coordinate VIP arrivals, departures, and special guest requests.
- Conduct regular guest engagement activities and collect feedback to improve service delivery.
- Support operational departments in maintaining brand standards and service excellence.
- Prepare guest satisfaction reports and identify service improvement opportunities.
- Follow up on guest correspondence and ensure timely responses.
- Assist in implementing guest experience initiatives and quality assurance programs.
Personal Assistant to the General Manager
- Manage the General Manager's calendar, appointments, meetings, and travel arrangements.
- Prepare meeting agendas, minutes, presentations, correspondence, and reports.
- Screen and prioritize incoming communications.
- Coordinate communication between the General Manager and department heads.
- Maintain confidential records, files, and business documents.
- Handle administrative tasks, including expense reports, letter drafting, and document control.
- Organize executive meetings, events, and visits.
Qualifications
- Bachelor's Degree in Hospitality Management, Business Administration, or related field.
- Minimum 3-5 years of experience in Guest Relations, Guest Experience, Front Office, Executive Office, or Hospitality Operations.
- Previous experience as Executive Assistant, Guest Relations Manager, or similar position preferred.
- Excellent written and verbal communication skills in English; additional languages are an advantage.
- Strong organizational and time-management skills.
- Proficiency in Microsoft Office Suite and hotel management systems.
