Job Summary:
The Guest Experience Manager is responsible for ensuring that a guest experience is provided that exceeds expectations by proactively working to initiate and maintain standards of communication and excellent service standards with an ongoing focus on the guest.
area:
Reporting to the Front Office Manager, the primary responsibilities and functions include but are not limited to the following:
Summary of responsibilities:
To lead the Heart of House Guest Experience communications team.
Work closely with the front office team to ensure a smooth experience for all guests from pre-arrival to post-stay.
Through joint training with Front of House, provide support and consistent coverage across Front of House and Heart of House Guest Experience teams.
Liaise and ensure clear communication channels and methods with all other departments to facilitate full guest service.
To have full technical knowledge of PMS and all other systems used. Maintaining and developing these systems.
To initiate, develop and maintain standards of excellent service with an ongoing focus on the guest experience. Ensure a proactive approach towards enhancing the guest experience in all areas of the department in order to anticipate and exceed guest expectations.
Responsible for the structure, recruitment, training, discipline, and development of leaders and colleagues within the department to maximize guest experience delivery.
Ensure full ownership and accountability of all team members.
Play an active role in hotel operations as a key member of the management team, working effectively to achieve business objectives.
Analyze guest feedback and provide strategic direction for continuous improvement.
Ensure that adequate processes and training are in place to achieve the required product knowledge and all quality standards.
Aims to achieve all sales and revenue-based targets as directed.
Opening and closing prices and inventory to ensure smooth operation and service of the hotel while effectively increasing revenue.
To support an effective communication control center in the hotel.
To produce detailed itineraries for guests that are updated and shared with all relevant teams in order to enhance the guest experience.
To carry out additional tasks as requested by the leadership team. The above is not an exhaustive list.
General Duties:
Health and safety:
Ensure that all potential and real risks are promptly reported and corrected
– Be fully aware of all departmental fire, emergency and bomb procedures
Ensure that all emergency procedures are trained, implemented and enforced to provide the security and safety of guests and staff
Ensure the safety of people and property of everyone within the premises by fair application of hotel regulations through strict adherence to existing laws, legislation, etc.
Ensure that all employees within the department operate in a safe manner and are not likely to result in harm or injury to self or others
Use safe manual handling techniques and practice safe work habits by following Accor’s health, safety and environment policies, and maintaining procedures to reduce our environmental impact and prevent pollution.
Secrecy:
Ensuring confidentiality and safe storage of all intellectual property bases and data, whether paper or electronic. Adhere to Accor’s Internet and Email Policy
Ensure that hotel, customer, employee, or transaction information is kept confidential during or after working with the company.
Be fully familiar with the following:
Hotel fire procedures
Hotel security procedures
Hotel health and safety policy and procedures
– Hotel facilities and attractions
Hotel work standards and management procedures
– Accor Grooming of Luxury Guidelines and Appearance
Accor values and corresponding strategies
Payment methods accepted by the company
– Promotions for short and long term marketing
Performs additional tasks from time to time, as requested by senior team members which may not be directly related to the job role but are essential to the smooth running of the resort
qualifications:
Previous leadership experience in a similar role required
Previous experience in PMS is required
Computer knowledge of Microsoft Window applications required
– University/College degree in a related field as an asset
Must have a professional presentation
Strong interpersonal and problem solving abilities
– Responsible and very reliable
– Ability to work well under pressure in a fast-paced environment
– Ability to work cohesively as part of a team
The ability to focus attention on the guest’s needs, and remain calm and polite at all times
Physical aspects of the job:
The physical aspects of the job include but are not limited to the following:
Normal administrative office and hotel working conditions, with some local/regional travel.
A caring employer offering respect, training and career development to our employees. Attractive employer offering over 100 careers across five continents.
We are much more than a global leader. We are 250,000 hoteliers and have the same passion for welcoming. We take care of millions of guests at our 4,300 addresses and on our digital platforms. As operator, franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energies in making “Feel Welcome” resonate as the best hotel promise.
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