Responsibilities:

VOICE OF THE GUEST (VOG)

• 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: Trustyou, Accor Customer Digital Card, Tripadvisors…)
• 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 Accor Hotel recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
• Conduct weekly HOD meeting to communicate performance, support and follow up on action plans
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)

BRAND ASSURANCE AND QUALITY PROGRA• Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders

• Is fully knowledgeable about the MGallery brand essentials (standards), checks and ensures full implementation across all departments
• Review and follow up on action plans proposed by each department post-mystery audit
• Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task
• In charge of ALLSAFE program. Fully knowledgeable about the ALLSAFE Standards, checks and ensures full implementation across all departments.

OPERATIONAL: GUEST SERVICE

• Has regular and close interactions with hotel guests to collect feedbacks and ideas
• Work closely with front office team to reinforce guest recognition program and ensure guest references are updated on Accor Customer Digital Card per Accor Guidelines
• Ensure VIP guests’ experience meet expectation from pre-arrival to departure
• Developing new guest experience projects to increase guest satisfaction
• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to

• Bachelor’s Degree in Hospitality or related areas;
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
• Strong background in hotel operations; (minimum of 3 years in hotel operations)
• Strong experience with the setup and management of a Quality Management System;
• Experience in partnering and working closely with different stakeholders at various levels
• Perfectly fluent in English and local language, another language a plus
• Passion for people and for best-in-class servic

• Attractive local package
• Joining an iconic property in a historical site.
• Develop your talent trough learning programs by Accor Academy.
• Employee benefit card offering discounted rates in Accor Hotels worldwide.