Guest Experience Manager

Ibis Melbourne Glen Waverley is situated 25 minutes east of Melbourne CBD and it offers 155 rooms, Ibis Kitchen & Bar, and 4 flexible meeting rooms catering from 4 delegates up to 120 delegates. Our hotel is the gateway to the magnificent Dandenong Ranges, Yarra Valley Food & Wine District, the Mornington Peninsula and Phillip Island.

As part of our team, you will play a key role in creating exceptional guest experiences across the hotel. Your responsibilities will include both proactive and reactive engagement with our in-house guests, ensuring their satisfaction and managing any escalated issues effectively.

Key responsibilities:

• Create exceptional Guest Experience’s right across the Hotel
• Proactively & reactively respond to in-house guest priorities or requests, helping the Assistant Managers with escalated complaints
• Be actively involved with the results of the Trust You comments, LQA feedback and Loyalty Feedback & action planning
• Act as an Accor ambassador, aiming to enhance the company’s image and market reputation, internally and externally
• Undertake root cause analysis to implement procedures to eliminate causes of complaints from CEO Feedback, online (Trip Advisor, Facebook, Booking.com, etc.) and VOG feedback, and create action plans for improvement

• Possess a strong background in Front Office procedures and Opera PMS
• Experience supervising, training and motivating team members
• Solid Hospitality knowledge including Front Office and Food & Beverage
• Proven ability to act independently on all matters relating to team and guest safety and wellbeing in the absence of senior management
• Demonstrated ability to coach, mentor, develop and inspire teams
• Good interpersonal skills with ability to communicate with all levels of team members
• Willingness to work flexible hours including mornings, nights, weekends and holidays periods

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

Benefits:

• Be a part of a global hospitality company and explore Accor’s limitless possibilities
• On-the-job training and mentorship
• Accessing pathways for career advancement and personal development within Accor
• Enjoy exclusive Accor discounts and global benefits
• Salary Range: $74,000 - 78,000 (depending on experience)

How to Apply:
Please apply directly through our website.

Application Closes on: 16 March 2025