All Accor

Global hotel management, franchising, loyalty program

Guest Experience Manager

Food Service & HospitalityPosted on Nov 11

Full-timeChennai, Tamil Nadu, IndiaNo salary listedIn-person

About the Job

Requirements

A Bachelor's degree in Hospitality or related areas is required.
Strong user knowledge of Microsoft Outlook and Microsoft Office tools is required.
A strong background in hotel operations or the service industry in a client-facing role is required, with 2–5 years of experience.

Responsibilities

Lead and support all Guest Experience initiatives at the property.
Support the General Manager in driving a guest-centric culture in the hotel and creating awareness and understanding among all Ambassadors of the importance of guest experience.
Review and communicate the Brand Assurance Program and all new brand and quality initiatives effectively to all stakeholders.
Work with and support Department Heads to prepare for LQA or BARE Brand Assurance audits, as applicable to the hotel.
Conduct regular property self-assessments on Operational Brand Standards and other quality programs, including cross-departmental audits using iAuditor and other tools.
Represent Guest Experience (Voice of the Guest) at the morning hotel briefing, providing updates and highlighting points for improvement and guest praise.
Review Voice of the Guest performance and guest feedback daily, identify trends and areas for improvement regularly, and share findings with relevant stakeholders.
Conduct a weekly Voice of the Guest meeting with individual Department Heads, communicate performance, and support and drive Management Action Plan efforts.
Lead and develop a team of Guest Experience Ambassadors within the hotel to conduct deep dives and self-assessments and identify improvement opportunities and solutions.
Review Management Action Plans proposed by each department after LQA or BARE Mystery Visits and support and follow up on their implementation by Department Heads.
Monitor results of other quality management programs such as ResaVision and follow up on action plans from relevant Department Heads when necessary.
Champion internal communication of guest experience-related matters and updates to all Ambassadors in the hotel.

Desired Qualifications

Relevant work experience with internationally reputed hotel chains is preferred.

Stellenbeschreibung

Leads and supports all Guest Experience initiatives at the property.
Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel.
Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.
Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.
Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts.
Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads.
Monitors results of other quality management programs such as ResaVision and follows up action plans from the relevant Department Heads whenever necessary.
Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.

Qualifikationen

Bachelor’s Degree in Hospitality or related areas
Strong user knowledge of Microsoft Outlook and Microsoft Office tools
Relevant work experience with internationally reputed hotel chains is preferred
Strong background in hotel operations or service industry (in a client facing role); (2-5 years)

Zusätzliche Informationen

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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