Guest Experience Manager at Accor Hotel

About the Job

Job Description

Guest Experience:

• Maintaining and improving standards in all areas of operation relating to Guest Experience
• Maintaining, improving & optimising the guest experiences throughout the hotel
• Overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction
• Dealing with High Profile guests from arrival to departure
• Ensure that guest requests and complaints are satisfactorily resolved
• Developing and enhance WBK guests experience as well as High Profile and High Maintenance recognition and satisfaction
• Ensuring all needs are met and exceeded during all guests’ stay
• Relationship-building with guests and agents
• Maintaining a strong presence amongst guests
• Actively seek innovative ways to enhance the overall product to maximize guest experience

Key Responsibilities and Duties:

• Ensuring hotel procedures and systems are maintained and effectively operated
• Continuously evaluates department Standard Operating Procedures
• Audit and development of guest information data on Opera
• Drive Leading Hotels of the World and ALL Loyalty standards
• Managing guest interchange programme
• Ensure productive and efficient communication between departments
• Building and improving on relationships with agents
• Models the Organizational Values 
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss
• Has operational managerial responsibility over all departments in the absence of the Executive and Department Head
• Has responsibility for ad hoc project teams
• Participates in adhoc On Job Training and coaching in departments to ensure effective service and operations
• Has a thorough knowledge of the hotel and all services provided to the guest
• Maintains the high standard of service, appearance and social skills set according to the company policy
• Works in harmony with all departments and employees, is willing to assist others if and when required
• Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division
• Is familiar with all policies and procedures, house rules, LHW standards, fire, security, and emergency procedures as well as all checklists pertaining to the position
• Performs any reasonable duty as instructed by the Director of Rooms Division

Financial Attributes:

• Resolve Guest Glitches with a minimum of cost to the hotel while ensuring the appropriate level of satisfaction
• Works with departments to reduce cost of operation
• Encourages upselling of all rooms, hotel facilities and outlets
• Encourages Concierge to promote the upselling of the hotel chauffeur vehicle

Job Requirements and Qualifications:

• Matric/Grade 12 or equivalent is a prerequisite.
• A hospitality: management and/or similar qualification will be highly advantageous
• At least 3 years Management experience; preferably gained in a 5-star environment
• Computer literate on the MS Office Suite (Word, Excel, and PowerPoint) as well as Opera Cloud
• Fluent in English (written and spoken). A foreign language is advantageous
• Proven abilities in:
  • Guest relations
  • Sales – Ability to Upsell the hotel facilities and outlets
  • Time and workflow management
  • Highly experienced in employee management
  • Effective decision-making and judgement
  • Conflict resolution
  • Interpersonal communication skills
  • Delivery to required standards in a fast-paced and dynamic environment