Guest Experience Manager

4 weeks ago

London, Greater London, United Kingdom Accor Hotels Full time

Main Responsibilities:

  1. Deliver exceptional guest experiences and ensure high standards of service across all hotel departments.
  2. Develop and implement strategies to enhance the hotel's reputation and performance.
  3. Collaborate with Heads of Departments to resolve guest complaints and issues.
  4. Ensure seamless communication and coordination between departments to achieve qualitative and quantitative targets.
  5. Represent the hotel's image and atmosphere through a warm and friendly welcome, availability, and frequent presence in the field.
  6. Liaise closely with other HOD's in the team, including Chef, Housekeeping, and Maintenance.
  7. Perform shifts in the hotel when needed and be flexible to meet business demands.
  8. Be creative with amenities and 'sparkles' to personalize memorable moments for our guests.
  9. Engage with guests in the Lobby and outlets to facilitate interaction and complaint handling.
  10. Complete training in Reception and support the Reception team as needed.

Commercial / Sales:

  1. Promote special offers and a full range of products to drive sales and revenue.
  2. Embody the hotel's brand promise and ensure an attitude of anticipative and caring service at all times.

Management and Administration:

  1. Work within the team to complete day-to-day operations of the Guest Relations department, ensuring service standards are followed with friendly and engaging service.
  2. Respond to all hotel reviews and complaints in a timely and professional manner.
  3. Verify inventory checks and maintain accurate records.
  4. Track complaints based on category and ensure prompt resolution.
  5. Cover DM shifts and support all departments as needed.
  6. Communicate daily priorities to employees to personalize service.
  7. Adhere to all departmental policies, procedures, and standards.
  8. Demonstrate a commitment to service excellence to guests and colleagues alike.

    What's in it for you:

    1. Enjoy employee benefits, including discounted rates at Accor worldwide.
    2. Receive £200 for the Heartist of the month (Employee of the month).
    3. Enjoy free and delicious meal breaks on duty.
    4. Take advantage of Friends & Family discounts.
    5. Enjoy 50% food discounts in our restaurants.
    6. Participate in a Pension Scheme.
    7. Benefit from Health Insurance.
    8. Get Eye Test Vouchers.
    9. Join our Cycle to work Scheme.
    10. Enjoy Staff Uniforms Provided.
    11. Opportunity to develop your talent and grow within your property and across the world.

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