Assistant Guest Experience Manager

Primary responsibilities

Voice of the guest
As the project leader, he/she should support the general manager 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 analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision).
Encourage staff to invite guests to answer the hotel guest satisfaction survey.
Fully master guest satisfaction tools to monitor and drive the reputation performance score (RPS) as well as CompIndex.
Manage responses to all guest feedback, as per AccorHotels’ recommendation.
Share guest insights during morning briefing to general manager, heads of department, and employees: negative as well as positive feedback (develop recognition of employees).
Perform root-cause analysis at each touchpoint, problem resolution and prevention plans, follow-up on necessary actions and implementation.
Deep dive on member’s experience and satisfaction and work closely with the loyalty activist.
Conduct monthly heads of department meetings 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 and best practices implemented in other AccorHotels.
Conduct guest experience management induction for new Heartists.

Brand assurance and quality program
Embrace and communicate the brand assurance program and all new brand/quality initiatives effectively to all stakeholders.
Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments.
Review and follow up on action plans proposed by each department post LQA audit.
Take the initiative to actively implement daily/weekly cross-department assessments and appoint staff and empower them in doing the task.
Set internal targets to ensure the highest audit score during the mystery audit.

Operational: guest service
Has regular and close interactions with hotel guests to collect feedback and ideas.
Ensure VIP guests’ experience meets expectations from pre-arrival to departure.
Train, direct, and monitor guest relation team performance to ensure all standards and operation procedures are adhered to.
Takes pride in delivering high quality service.
Exhibit problem-solving skills in an efficient and timely manner; has ability to recover guest experience from negative to positive.
Allows and supports team members to resolve internal and external guest service issues.

Other involvement
Heartist: The guest experience manager works closely with training and culture to ensure the entire hotel team fully embrace Heartist service culture as it will help enhance guest experience.
ACDC (Accor Customer Digital Card): The guest experience assistant manager works closely with the ACDC champion in embracing the platform, collecting and using guest preferences to personalize guest experience.
Change management: Models a positive response to organizational change; leading the change process through coaching and communication.

Other responsibilities
Maintain complete knowledge of all hotel services, contents and preparation methods, outlets, and hotel services/features.
Be well versed in hotel fire and life safety/emergency procedures.
Prepare and attend all briefings, meetings, and trainings as assigned by management.
Report for duty on time wearing clean and complete uniform at all times.
Maintain a high standard of personal appearance and hygiene at all times.
Perform other reasonable duties assigned by the management of the hotel.

Safety, quality and environment responsibilities
Know and apply Accor security and evacuation procedures (in case of fire, etc.).
Ensure the safety of people and property within the office.
Adhere to and support Accor’s commitments to the "Environment Charter" (saving energy, recycling, sorting waste, etc.) as well as Accor’s Planet 21 Charter and commitments as applicable to the role.
Monitor and oversee quality performances of respective departments and teams following set annual objectives.

Main complexity/critical issues in the job
The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen.
Capacity to work independently and with stakeholders in order to enhance the guest experience with relevant and innovative products, services, and programs.
Coordinate, communicate, and get buy-in from different stakeholders at various levels.
The ability to influence stakeholders.
The ability to create and lead a guest-centric culture at the property.
Act as a role model and inspire behavioral change.
Lead and foster excellence and innovation.