Guest Experience Manager

Société : Accor
Lieu : Hauts-de-Seine (Île-de-France)

Descriptif du poste

Société : Accor
Catégorie : Stage
Activité : Restauration / Hôtellerie
Filiere : Hôtellerie / Restauration
Lieu : Hauts-de-Seine (Île-de-France)

Mission

Company Description

Job Description

Job Purpose

This position is responsible for the supervision and management of the overall Guest Experience operations by ensuring that all service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

Primary Responsibilities

Guest Experience Operation

Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.

Ensures that the following elements are applied long-term throughout the hotel: Pullman Brand Standards and Loyalty (those elements are refer to I Auditor guidelines)

Mobilizes all players in the continuous improvement dynamics (process, indicators, follow-up etc.

In conjunction with the Heads of Department and Team Leaders, builds up the processes, actions and working methods needed to fulfill the brand's customer promise.

Translates the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.

Mobilizes and challenges all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests, our distinctive quality standard

Provides a methodological framework for Heads of Department, to implement long-term "Quality" standards: analysis, diagnosis, action plan and follow-up

Guarantees the global vision of customer satisfaction and the due application of the brand standards:

- Prepares and implements Pullman brand audits, both internally and externally

- Centralizes all customer satisfaction information with main focus on Voice of Guest program

- Analyses results using indicators defined at Brand level and identifies the hotel's specific aims

- Presents recommendations to managers and defines possible improvement actions with them

Responsible in Response Rate

Team Management

Modifies working methods to comply with the brand philosophy

Initiates a positive atmosphere that brings the different departments closer together, in order that each hotel is synonymous with its one and only team of personnel, operating in its own field

Ensures that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel

Implements actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.

Responsible for quality and sustainable development in the hotel

Decides on the department's investments in conjunction with the Executive Assistant Manager Rooms Division and Commercial / General Manager

Qualifications

Knowledge and Experience

Minimum 3 years of relevant experience in a similar capacity

Excellent reading, writing and oral proficiency in English language

Ability to speak other languages and basic understanding of local languages will be an advantage

Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

Strong leadership, interpersonal and training skills