Guest Experience Manager
About the job
- A diploma or degree in Hospitality Management or a related field is required.
- At least 3 years of experience in Front Office, Guest Relations, or Guest Experience in a hotel environment is required.
- Strong guest service and communication skills are required.
- Confidence in handling guest complaints and service recovery is required.
- A good understanding of hotel operations and the guest journey is required.
- Strong interpersonal and problem-solving skills are required.
- The candidate must be able to work independently and coordinate effectively with different departments.
- A good command of English is required.
- The candidate must be willing to work shifts, weekends, and public holidays.
- Oversee and enhance the overall guest experience throughout the hotel.
- Welcome and engage with guests, especially VIPs, repeat guests, and guests celebrating special occasions.
- Proactively identify guest needs and ensure appropriate follow-up during their stay.
- Handle guest feedback, complaints, and service recovery professionally and promptly.
- Monitor guest satisfaction scores and online guest reviews, including TrustYou feedback.
- Coordinate with Front Office, Housekeeping, Food and Beverage, and other departments to resolve guest concerns.
- Ensure guest preferences and special requests are properly communicated and followed up.
- Conduct regular guest interactions and gather feedback to identify areas for improvement.
- Maintain accurate records of guest feedback, complaints, and recovery actions.
- Support the Front Office team in delivering consistent service standards.
- Coach and guide team members on guest engagement and service recovery.
- Assist in creating guest engagement initiatives and personalised experiences.
- Ensure compliance with hotel and Accor guest experience standards, policies, and procedures.
- Prepare and share guest experience reports and highlight recurring issues to management.
- Perform other duties as assigned by the Rooms Division or Management.
- Additional languages are an advantage.
About the company
Accor operates a global portfolio of hotel brands spanning economy to luxury, providing hotel management and franchising services in the travel and tourism sector. Its revenue comes from room bookings, food and beverage services, and management fees earned from franchised properties. The company runs a loyalty program called A Club to boost guest retention and engagement. Growth is aided by strategic acquisitions, such as Adoria for corporate catering solutions and a stake in Squarebreak for upscale villa rentals. Accor pairs global expertise with local knowledge to deliver consistent hospitality experiences at scale, while pursuing sustainability and positive impact on guests, communities, and the environment. The overall goal is to offer reliable, high-quality experiences across markets and to grow responsibly through responsible expansion and sustainable practices.
Company Size
10,001+
Company Stage
IPO
Headquarters
Issy-les-Moulineaux, France
Founded
1967
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Simplify's Take
What believers are saying
- September 2026: Treasure Island joined Handwritten Collection, giving Accor Las Vegas Strip entry.
- Accor is developing Sofitel Tangier for 2029 and a Risma tourism academy in Morocco.
- September 2026 OCEANEs issuance refinanced 2027 debt, lowering near-term maturity pressure.
What critics are saying
- The 2027 OCEANEs still leave €139 million outstanding, forcing another refinancing by December 2027.
- Treasure Island's 2027 restaurant plans face Vegas demand swings.
- A failed 2027 refinancing forces dilutive equity issuance and destroys investor confidence.
What makes Accor unique
- ALL Accor spans economy-to-luxury brands, locking travelers across segments.
- Handwritten Collection lets Accor add iconic independents like Treasure Island without heavy ownership.
- Accor's asset-light management and franchising scales globally while preserving local operator relationships.
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Benefits
- Health Insurance
- Meal Benefits
- Performance Bonus