Guest Experience Manager
Guest Experience Manager
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Job Description
Scope and Objectives
Reporting to the Director of Front Office the Guest Experience Manager plans and manages the overall operation of the Butlers with the aim to create a passionate and committed team that deliver superlative guest journeys. The position is responsible for the Leadership Vision and Strategies of the department to achieve hotels desired performance. The Guest Experience Manager must be skillful and experience in Butler tasks intuitive meticulous organized and constantly look into improving work process and stays updated in hospitality trends that will continuously exceed the expectations of the guests.
Key Roles & Responsibilities:
- Lead and guide Butler team to provide best service to all guests.
- Prioritizes and organizes work assignments and delegates work effectively to supervisory and nonsupervisory personnel.
- Ensure Butlers deliver the Raffles touch by providing proactive personalized service.
- Ensure guests are taken care of exclusively paying particular attention to their needs and requests.
- Monitors performances of Butler and provides timely feedback for improvements praises when due and conducts appraisal.
- Ownership of individuals growth and identifies short to longterms goals to achievement and ensures high colleague engagement and welfare.
- Motivates trains and develops the team that enables them to operate with room for innovation efficiency and effectiveness.
- Recruits inducts and trains a Butler team that is competent and confident to exceed guest expectations at all times through the highest level of emotional and anticipatory engagement.
- Takes charge and resolves any guest complaints reported by the Butler team and escalates to Guest Experience Manager.
- Accountable to drive and create action plans of Butlers performance in guest satisfaction index audits and KPIs.
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP).
- Ensures service standards and individual performance are aligned with Raffles Values Excellence Respect Integrity Caring
Qualifications :
- At least 3 years of leadership experience in a related field required
- Good knowledge of hotel operations
- Oral and written fluency in English and Polish
- Excellent interpersonal communication and organizational skills
- Selfstarter coach & mentor who can inspire the team to perform their best
- Understand international luxury travelers and their needs
Additional Information :
Why work for Accor
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accors limitless possibilities.
By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit what you love care for the world dare to challenge the status quo! #BELIMITLESS
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
