Guest Experience Manager ( Duty Manager)

About you 

• A passion for creating exceptional experiences for our guests. 
• Excellent problem resolution skills along with outstanding communication and active listening skills. 
• Impeccable grooming and presentation to lead the team by example. 
• The ability to work autonomously and exceptional time management skills. 
• A passion for bringing out the best in a team leading by example and fostering training and development. 
• Sound experience using Opera property management system or equivalent. 

What you will be doing 

• Actively resolve complaints and challenges presented by guests/customers. 
• Improve the hotels response scores and respond to all online reviews. 
• Analyse customer feedback and suggest ways this feedback can be improved upon. 
• Create standard procedures which will be implemented to improve service. 
• Share all related feedback to all staff members recognising team efforts. 
• Welcoming our ALL & ACCOR plus members & VIPs. 
• Apply knowledge and empowerment to resolve an issue that may result in adequate compensation to the guest/customer. 
• Take initiative to ensure all interactions with our guests are positive and productive. 
• Ensure the smooth and efficient running of the Hotels operation in absence of the General Manager/Senior Managers with a high level of customer service provided at all times. 
• Entertain guests providing positive interaction should the occasion arise. 
• Ensure professional presentation of the lobby areas at all times. 

Additional Information :

Novotel and Ibis Melbourne Central is a dual branded hotel with 473 rooms conveniently located in the CBD.

Everything we do we do to help make our guests and our people feel welcome and feel valued to give them the best experience they deserve!

What is in it for you

• Employee benefit card offering discounted rates in Accor worldwide from day one.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time