Guest Experience Manager

Reporting to the Director of Guest Experience, you will have the opportunity to create unique experiences for our guests and memories that will last a lifetime. 

What is in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Onsite employee cafeteria with meals for $1.50
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and Educational Assistance for further development
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

• Consistently offers professional, engaging and friendly service
• Assist in implementing a result driven comprehensive communicative Rooms Division plan consistent with our strategic vision
• Manage guest communication and recovery, owning all aspects of escalated guest concerns
• Support Director of Guest Experience in managing online/social media messaging, responding to guest comments and feedback
• Assist in the Rooms Division planning process, communication and potential documentation/records management as needed
• Analyze guest feedback data to identify trends and areas of opportunity within operating procedures
• Ensure the hotel’s online ratings are improved by preparing and implementing necessary action plans/internal training to reduce negative guest comments.
• Coordinate and communicate with other departments Rooms requests and projects  
• Submitting and/or coordinating requisitions for goods and services in Rooms operations
• Attends regularly scheduled Front of the House staff meetings to lead role play and training sessions
• Ensure operating teams within the Rooms Division are following AAA Five Diamond Luxury Standards by overseeing internal audit tracking
• Perform a variety of non-routine duties in the coordination, administration and implementation of Rooms Division tasks, events, and processes as needed 

Qualifications:

• Previous administrative experience and hotel experience in guest relations/ quality control preferred
• Ability to multi task and handle assignments in a fast paced, high pressure work environment and deadlines
• Highly organized with an ability to communicate effectively with multiple departments
• Ability to maintain professionalism in working senior leaders, hourly colleagues and outside contacts and vendors
• Ability to engage with high touch guests or VIP guests with the utmost level of confidentiality and ensure they are having an enjoyable stay
• Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)
• Ability to analyze multiple sources of feedback to identify trends and action plans for improvement
• Able to effectively communicate English in both written and oral forms

Physical Demands:

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting up to 20lbs.
• Occasional ascending or descending ladders, stairs and ramps

Visa Requirements: 

Candidates must be legally eligible to work in the United States.

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

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  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS