GUEST EXPERIENCE MANAGER

• Lead the Guest Experience and Legendary Services team ensuring personalized intuitive and memorable guest experiences.
• Ensure the consistent execution of Accor Premium Luxe Sofitel Legend LQA standards and the brands signature rituals.
• Maintain effective communication and strong interdepartmental relationships to ensure a seamless operation focused on the guest.
• Oversee the complete experience of VIP and loyalty guests from pre-arrival through departure including personalized follow-up and itineraries.
• Monitor guest feedback incidents and opportunities for improvement through TrustYou (VOG) ensuring appropriate follow-up and service recovery.
• Lead team performance training development motivation and grooming standards while maintaining a highly visible presence with guests and Heartists.
• Manage the departments administrative and analytical operations including Alice Royal Service Opera Cloud reporting purchasing and departmental records.
• Promote the ALL Accor Live Limitless loyalty program and ensure VIP and loyalty procedures are consistently met or exceeded.
• Ensure the highest standards of personal presentation image and grooming are consistently maintained across the Guest Experience and Legendary Services teams.
• Drive continuous improvement initiatives in the guest experience by identifying opportunities analyzing trends and implementing actions that elevate service standards guest satisfaction and loyalty.

Qualifications :

• Minimum of 3 years of experience in hotel management including previous experience in a managerial position.
• Proven leadership and team development skills including coaching training and motivating team members.
• Exceptional guest service orientation and a strong commitment to exceeding guest expectations.
• Ability to balance operational objectives guest satisfaction team engagement and profitability.
• Excellent communication organizational and interpersonal skills.
• Proficiency in hotel systems particularly Opera / Opera Cloud Alice Royal Service and Microsoft Office.
• Experience in quality assurance and/or training preferably within a luxury hotel environment.
• Fluency in English and Spanish both written and spoken; proficiency in a third language is an advantage.

Additional Information :

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

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 :

Full-time