Guest Experience Manager

hace 2 semanas


Quintana Roo, México Accor Hotels A tiempo completo

{"Job Title": "Guest Experience Manager", "Job Summary": "We are seeking a highly skilled Guest Experience Manager to join our team at Accor Hotels. As a key member of our operations team, you will be responsible for ensuring that our guests receive exceptional service and have a memorable experience at our hotel.

Responsibilities:

* Supervise and manage the overall Guest Experience operations to ensure that all service standards are maintained in accordance with the hotel's strategic plan and standards.
* Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.
* Ensure that the hotel's brand standards and loyalty programs are applied consistently throughout the hotel.
* Mobilize all players in the continuous improvement dynamics, including process, indicators, follow-up, and more.
* Translate the hotel's brand mindset to guests through strong presence in the field, embodying sociability and proximity.
* Provide a methodological framework for Heads of Department to implement long-term 'Quality' standards, including analysis, diagnosis, action plan, and follow-up.
* Guarantee the global vision of customer satisfaction and the due application of the brand standards.
* Prepare and implement Pullman brand audits, both internally and externally.
* Centralize all customer satisfaction information with a main focus on the Voice of Guest program.
* Analyze results using indicators defined at Brand level and identify the hotel's specific aims.
* Present recommendations to managers and define possible improvement actions with them.
* Be responsible for Response Rate.

Requirements:

* Minimum 3 years of relevant experience in a similar capacity.
* Excellent reading, writing, and oral proficiency in English language.
* Ability to speak other languages and basic understanding of local languages will be an advantage.
* Good working knowledge of MS Excel, Word, & PowerPoint.
* Strong leadership, interpersonal, and training skills.
* Good communication and customer contact skills.
* Results and service-oriented with an eye for details.
* Ability to multi-task, work well in stressful & high-pressure situations.
* A team player & builder.
* A motivator & self-starter.
* Well-presented and professionally groomed at all times.

If you are a motivated and results-driven individual who is passionate about delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.

Accor Hotels is an equal opportunities employer and welcomes applications from diverse candidates.

Please note that only shortlisted candidates will be contacted.

Thank you for your interest in this role.

Best regards,
Accor Hotels", "Job Requirements": "", "Job Benefits": ""}



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