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Guest Experience Manager

2 months ago

Bristol, Bristol, United Kingdom Accor Hotels Full time

Job Summary

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

Key Responsibilities

  • Provide Exceptional Guest Service
    • Respond promptly to all guest requests and inquiries, providing friendly and courteous service at all times.
    • Resolve guest complaints and concerns in a timely and professional manner.
  • Maintain High-Quality Service Standards
    • Have knowledge of hotel rate codes, packages, segmentation, discounts, and how to handle each.
    • Ensure that all staff is thoroughly familiar with the hotel's emergency procedures and is prepared for any emergency situation.
  • Lead and Develop a High-Performing Team
    • Execute regular technical and skills training to ensure that staff is equipped to provide exceptional service.
    • Collaborate with the Director of HR and the Training Manager to set up and maintain ongoing training programs in the Rooms Division.
  • Monitor and Improve Hotel Operations
    • Review the Duty Manager/Night Manager book daily and take corrective action when necessary.
    • Review the switchboard logbook daily to ensure that all guest requests are being met.

Requirements

  • Minimum of 4-6 years' experience as a Guest Relations Manager in a hotel.
  • 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.

What We Offer

As a Guest Experience Manager at Accor Hotels, you will have the opportunity to work in a dynamic and fast-paced environment, where you will be challenged to provide exceptional service to our guests. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.