Assistant Guest Experience Manager

4 weeks ago


dubai, United Arab Emirates Accor Full time
Company Description"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 what you love, care for the world, dare to challenge the status quo #BELIMITLESS"Job DescriptionAs the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property.Focuses on guest satisfaction when identifying business improvement opportunities.Represent the guests’ voice within the hotel; centralize and analyze all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Accor Customer Digital Card).Encourage staff to invite guests to answer to the hotel guest satisfaction survey.Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as Comp Index.Manage responses to all guest feedback, as per AccorHotels’ recommendation.Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees).Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation.Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist.Conduct monthly HOD meeting to communicate performance, support and follow up on action plans.Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences.Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC).Conducts Guest Experience Management induction for new Heartists.QualificationsBachelor's degree in hospitality management, business administration, or a related fieldSufficient experience in a customer-facing roleExcellent interpersonal and communication skillsAbility to present information to and train employeesAdditional InformationOur Commitment To Diversity & InclusionWe are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Guest Relations Duty Manager - One&Only One Za'abeelHotel Manager - Executive Office - Jumeirah Beach HotelGuest Experience Manager at InterContinental Residences Dubai Business Bay & Crowne Plaza Business Bay (Pre-Opening)Guest Relation Associate - Dubai Holding Entertainment
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