guest experience Manager

• 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 Accor's recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Organize root-cause analysis in each touchpoints, 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
• Send out weekly analysis of Guest Experience for review and necessary actions.
• 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 Accor (CXC)
• Conducts Guest Experience Management induction for new hires