Assistant Guest Experience Manager

Primary ResponsibilitiesVOICE OF THE GUESTAs the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the propertyFocuses on guest satisfaction when identifying business improvement opportunitiesRepresent 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 surveyFully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndexManage responses to all guest feedback, as per AccorHotels’ recommendationShare 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 implementationDeep Dive on Member’s experience and satisfaction and work closely with the loyalty activistConduct monthly HOD meeting to communicate performance, support and follow up on action plansLead 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 preferencesChampion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels .Conducts Guest Experience Management induction for new Heartists.Brand Assurance and Quality ProgramEmbrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholdersIs fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departmentsReview and follow up on action plans proposed by each department post LQA auditTake the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the taskSet internal target to ensure the highest audit score during the mystery auditOperational: Guest ServiceHas regular and close interactions with hotel guests to collect feedbacks and ideasEnsure VIP guests’ experience meet expectation from pre-arrival to departureTrain, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered toTakes pride in delivering a high quality serviceExhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive oneAllows and supports team members to resolve internal and external guest service issuesOther InvolvementHEARTIST: 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.Change Management: models a positive response to organizational change; leading the change process through coaching and communicationOther ResponsibilitiesMaintain 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#J-18808-Ljbffr