Assistant Guest Experience & Loyalty Manager

• Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
• Proven track record of winning new loyalty member ( previous Accor ecperience is a plus)
• Ability to coach & mentor the team to win more member for Accors Loyalty Program ALL
• Coach in behavioral skills and quality management
• Ensures that the following elements are applied long-term throughout the hotel
• Mobilizes all players in the continuous improvement dynamics (process, indicators, follow-up etc)
• In conjunction with the Heads of Department and Team Leaders, builds up the processes, actions and working methods needed to fulfill the brand's customer promise
• Provides a methodological framework for Heads of Department, to implement long-term "Quality" standards: analysis, diagnosis, action plan and follow-up
• Guarantees the global vision of customer satisfaction and the due application of the brand standards:

• Responsible in Response Rate

Team Management

• Modifies working methods to comply with the brand philosophy
• Initiates a positive atmosphere that brings the different departments closer together, in order that each hotel is synonymous with its one and only team of personnel, operating in its own field
• Ensures that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel
• Implements actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.
• Responsible for quality and sustainable development in the hotel
• Decides on the department's investments in conjunction with the Director of Rooms / General Manager

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and training's 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
• Training and mentoring the team to increase their knowledge and skills in winning new members for Accors Loyalty Program ALL
• Creating special guest experience for all our guest with a special focus on loyalty members & VIPs
• Resolving guest complaints and providing follow up internally and with the guest
• Supporting the Front Office & Guest Experience Manager and replacing him during his absence

Work Experience

Knowledge and Experience

• Diploma in Tourism & Hospitality Management
• 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

Competencies

• 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

Benefits

• Employee benefit card offering discounted rates in Accor worldwide

• Learning programs through our Academies and the opportunity to earn qualifications while you work 

• Opportunity to develop your talent and grow within Accor property and across the world

• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

Note: Customization may be included for any specific local or legislative requirements, such as work permits

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.