- Full-Time
- Permanent
- Rooms
- ACCOR
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Pullman New Delhi Aerocity, New Delhi, India
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REF61101T
Guest Experience Manager
Region
MEA SPAC
Business Performance
- Has regular and close contact with hotel guests. Organises meetings with guests to collect feedbacks and ideas.
- Makes recommendations and propositions to the managers.
- Ensures that the PGEP tools (modules on standards implementation, internal surveys, audits, and social media) are deployed, used and understood.
- Maintains the accuracy and consistency of data and information within the PGEP tools.
- Responds to guest comments and monitors correspondence with the guest.
Task and Reports
- Checking VIP arrivals and departures for the day and meeting them in person
- Maintaining and doing spot checks of guest preferences being met & driving ACDC
- Meeting ALL VIP guests and ensuring they have a memorable stay
- All guests who have made complaints to be met by self and the HOD/DOP (depending on the complaint) and ensuring issue is resolved and the guest leaves the hotel recovered and happy
- Coordinating with Front office and Housekeeping to ensure birthday/anniversary amenities are placed and memorable experiences are created for the guest whilst they are in the hotel
- Lobby presence during peak hours of guest movement to take guest feedback.
- Prepare & Execute strategy for driving Trip Advisor ranking through channels prescribed
- Ensure all guest feedback received on various channels are replied to within the stipulated time
- Conducting Training for all guest facing Heartists on how to solicit guest feedback on various platforms ensuring no two departments are speaking with the same guest
- All investigations to be completed in case of guest complaints and root cause to be analyzed and fixed
- Drive ACDC program
- Regular check & weekly catch up with all long staying guests
- Share a guest met report on daily basis
- Daily guest complaints and resolution meeting with Front Office, Housekeeping and F&B head along with the DOP
- Daily guest feedback report to be shared with all HODs & EXCOM & findings compiled along with root cause & solution for non-recurrence
- VOG Meeting to be held every week
Discover a world where life pulses with passion
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
LET
YOUR PASSION SHINE
We foster
our creativity, our excellence and progressiveness. We interconnect with
each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
being part of a wider global team leading the way in local sustainability
initiatives. Working together with our communities, we will empower you to
make your own meaningful impact.
Let your passion shine
We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.
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