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Customer Experience Manager

2 months ago

Bristol, Bristol, United Kingdom Accor Hotels Full time

Job Summary

We are seeking a highly skilled and experienced Customer Experience Manager to join our team at Accor Hotels. As a key member of our hotel staff, you will be responsible for providing exceptional customer service and ensuring that our guests have a memorable and enjoyable stay.

Key Responsibilities

  • Guest Service
    • Provide friendly and courteous service to guests, responding promptly to all requests and inquiries at all times.
    • Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
  • Hotel Operations
    • Have knowledge of the hotel rate codes, packages, segmentation, discounts, and how to handle each.
    • Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.
    • Check hotel situation, occupancy, functions, groups, and VIPs.
  • Administrative Tasks
    • Re-announce VIP rooms to Housekeeping and F&B departments.
    • Arrange for bouquets, cakes, and cards in case of guest's anniversaries and birthdays.
    • Handle online reviews, control feedback, and presence on social platforms.
  • Training and Development
    • Ensure all staff is thoroughly familiar with the hotel's emergency procedures and in a state of preparedness for any emergency which may occur.
    • Execute regular technical/skills training. Responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
  • Reporting and Review
    • Review Duty Manager/Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.
  • Documentation and Compliance
    • Familiarize with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.

Requirements

  • Minimum of 4-6 years' experience as a Guest Relations Manager in a hotel is preferred.
  • Fluent English speaker; additional Russian language is a plus.
  • Understanding of all hotel management best practices.
  • Hands-on experience with Hotel Management software (PMS).
  • Customer service driven with outstanding communication and active listening skills.
  • Leadership skills along with the ability to motivate a team into high performance.
  • Ability to work flexible hours.