Guest Experience and Quality Manager

This position has as key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily experience performance and Guest feedback representing the Guest within the hotel and supporting GM on achieving positive results and Guest Experience targets. She/he will ensure full compliance of the Brand Assurance Program at the property the implementation and followup of brand essentials (standards) and quality programs including related training with the aim of ensuring brand consistency and excellence while supporting optimal Guest Experience increased satisfaction and loyalty.

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 rootcause analysis in each touch points problem resolution & prevention plans followingup on necessary actions and implementation
• Deep Dive on Members 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 postmystery audit
• Take the initiative to actively implement daily / weekly crossdepartment assessments and appoint staff and empower them in doing the task
• Conduct quarterly full selfassessments
• 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 prearrival 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 highquality 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 INVOLVEMENT

• HEARTIST Guest Experience & Project Manager works closely with T&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
• ACDC: Guest Experience & Project Manager works closely with the ACDC Champion in embracing the platform collecting and using guest preferences to personalize guests experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
• Change Management: models a positive response to organizational change; leading the change process through coaching and communication
• Attend regional/country Guest Experience meetings/trainings as required

Qualifications :

• Perfectly fluent in English and Vietnamese language another language a plus
• Strives to be approachable at all times particularly during workloads peaks
• Analytical
• Team player
• Excellent communicator
• Able to influence
• Detailoriented
• Innovative creative
• Organized
• Accountable
• Peopleoriented
• Multidisciplinary multitasked
• Passion for people and for bestinclass service

Additional Information :

• Employee benefit card offering discounted rates in Accor Hotels worldwide
• Develop your talent through Accors learning programs
• Opportunity to grow within your property and across Accors Luxury hotels
• Ability to contribute to local community and make a difference through our Corporate Social Responsibility

Remote Work :

No

Employment Type :

Fulltime