Guest Experience and Quality Manager
7 days ago
Job Summary
We are seeking a highly skilled and experienced Guest Experience and Quality Manager to join our team at Accor. As a key member of our Front Office team, you will be responsible for ensuring that our guests have an exceptional experience during their stay with us.
Key Responsibilities
- Assist the Hotel Manager in monitoring and analyzing Quality Standards and implementing all quality and performance improvements throughout the hotel.
- Bring together the heads of different areas and conduct the group to formulate and agree on comprehensive quality procedures to improve our guest satisfaction and online reputation.
- Implement programs that allow the continuous improvement of processes.
- Participate in the Orientation course explaining the operation of the main programs of Quality of the hotel.
- Participate daily in the operations briefing, all comments published in electronic media, and report of incidents.
- Generate and share the daily guest satisfaction report, which must be accompanied by all surveys and comments in electronic media generated on the day before the report is sent.
Qualifications
- Knowledge of statistics and general calculation (required)
- Knowledge of luxury hotel standards (required)
- Know and interpret Quality indicators (required)
- Use and management of quality tools
- Knowledge in processes of continuous improvement (required)
- Knowledge of statistics and general calculation, ability to analyze and process information.
- Ability to lead work in teams
- Knowledge of Microsoft Windows applications (required)
- Have advanced English level (required)
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