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All Accor

Global hotel management, franchising, loyalty program

Experience Manager - Guest Experience, Talent Experience

Customer Experience +1Updated on Nov 11
Full-timeLisbon, PortugalIn-person

About the Job

Requirements

  • Portuguese and English proficiency is essential.
  • Strong customer orientation, empathy, and passion for hospitality are required.
  • Communication, interpersonal relationship, and time-management skills are required.
  • The candidate must be open-minded, proactive, and able to work with different cultures and approaches.
  • The candidate must be able to work autonomously, make decisions, and find effective solutions to day-to-day challenges.
  • The candidate must be organized and able to prepare and structure a work method.
  • The candidate must be results-oriented while maintaining focus on service quality and customer and team satisfaction.
  • The candidate must be able to collaborate closely with the hotel's departments.
  • Attention to detail is required.

Responsibilities

  • Design, implement, and oversee the hotel's overall guest-experience strategy.
  • Ensure consistent service across all areas, including Front Office, Food and Beverage, Housekeeping, and Maintenance.
  • Analyze guest feedback, including RPS, surveys, and online reputation, and define action plans.
  • Manage complaints and incidents, and provide personalized follow-up for VIP clients.
  • Collaborate with Sales and Marketing to align the commercial promise with the actual guest experience.
  • Develop and monitor the Talent Experience strategy for a large team, and coordinate and follow up on implementation of the Accor group's Talent strategy within the hotel.
  • Lead onboarding, cultural integration, and talent follow-up programs.
  • Develop initiatives for well-being, recognition, motivation, and organizational climate.
  • Coordinate training plans for service, leadership, and hospitality culture.
  • Act as a liaison between Operations and Human Resources.
  • Represent the hotel's service culture and values.
  • Train and support department heads in experience-focused leadership.
  • Prepare periodic reports on guest and team experience key performance indicators for management.

Desired Qualifications

  • Previous experience in commercial roles is an advantage.
  • Higher education in Hospitality, Tourism, Management, or a relevant field is valued.

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size
10,001+
Company stage
IPO
Headquarters
Issy-les-Moulineaux, France
Founded
1967

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