Guest Experience and Quality Manager

VOICE OF THE GUEST
• As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property
• 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: VOG, Local Measure, Accor Customer Digital Card, ResaVision...)
• Encourage staff to invite guests to answer to the hotel guest satisfaction survey
• 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 AccorHotels' recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Performing root-cause analysis in each touch points, problem resolution & prevention plans, following-up on necessary actions and implementation
• 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
• Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)
• Conducts Guest Experience Management induction for new hires
BRAND ASSURANCE AND QUALITY PROGRAM
• Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
• Is fully knowledgeable about the 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
• Conduct quarterly full self-assessments
• Set internal target to ensure the highest audit score during the mystery audit
OPERATIONAL: GUEST SERVICE
• Has regular and close interactions with hotel guests to collect feedbacks and ideas
• Ensure VIP guests' experience meet expectation from pre-arrival to departure
• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
• Takes pride in delivering a high-quality service
• Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
• Allows and supports team members to resolve internal and external guest service issues
PROJECT MANAGEMENT
• Take the leadership of a certain number of generic project of the hotel which are not especially attached to one specific department such as CSR, Hygiene, Single use Plastic
• Coordinate the application of these projects with all concerned departments
• Provide the necessary training and guidelines for the team to understand and execute these projects
• Ensure that expected certifications are achieved
Other Responsibilities
• Be well versed in hotel fire & life safety/emergency procedures
• Apply necessary precautions with regards to the hotel food safety and hygiene standards (HACCP)
• Attend all briefings, meetings and trainings as assigned by management
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the assigned by the Management