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Assistant Guest Experience Manager
Job Description
Primary Responsibilities
VOICE OF THE GUEST
Primary Responsibilities
VOICE OF THE GUEST
- As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property
- Focuses on guest satisfaction when identifying business improvement opportunities
- Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)
- Encourage staff to invite guests to answer to the hotel guest satisfaction survey
- Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
- Manage responses to all guest feedback, as per AccorHotels’ recommendation
- Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
- Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation
- Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
- Conduct monthly HOD meeting to communicate performance, support and follow up on action plans
- Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences
- Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels .
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Conducts Guest Experience Management induction for new Heartists.
- Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
- Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments
- Review and follow up on action plans proposed by each department post LQA audit
- Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task
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Set internal target to ensure the highest audit score during the mystery audit
- Has regular and close interactions with hotel guests to collect feedbacks and ideas
- Ensure VIP guests’ experience meet expectation from pre-arrival to departure
- Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
- Takes pride in delivering a high quality service
- Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
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Allows and supports team members to resolve internal and external guest service issues
- HEARTIST: The Guest Experience Manager works closely with T&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience.
- ACDC (Accor Customer Digital Card): The Guest Experience assistant Manager works closely with the ACDC Champion in embracing the platform, collecting and using guest preferences to personalize guest’s experience.
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Change Management: models a positive response to organizational change; leading the change process through coaching and communication
- Maintain complete knowledge of all hotel services, contents & preparation methods, outlets and hotel services/features.
- Be well versed in hotel fire & life safety/emergency procedures.
- Prepare & attend all briefings, meetings and trainings as assigned by management.
- Report for duty on time wearing clean and complete uniform at all times.
- Maintain a high standard of personal appearance and hygiene at all times.
- Perform other reasonable duties assigned by the assigned by the Management of the Hotel
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