Accor Hotels
Guest Experience Manager
Accor Hotels, Santa Monica, California, United States, 90403
Company DescriptionWhy 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 Accor’s limitless possibilities.By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit
https://careers.accor.com/ .Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Job DescriptionJob PurposeThis position is responsible for the supervision and management of the overall Guest Experience operations by ensuring that all service standards delivery are maintained in accordance with the Hotel’s strategic plan and standard.Primary ResponsibilitiesGuest Experience OperationParticipate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.Ensure that the following elements are applied long-term throughout the hotel: Pullman Brand Standards and Loyalty (these elements refer to I Auditor guidelines).Mobilize all players in the continuous improvement dynamics (process, indicators, follow-up etc.).In conjunction with the Heads of Department and Team Leaders, build up the processes, actions, and working methods needed to fulfill the brand's customer promise.Translate the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.Mobilize and challenge all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests, our distinctive quality standard.Provide a methodological framework for Heads of Department to implement long-term "Quality" standards: analysis, diagnosis, action plan and follow-up.Guarantee the global vision of customer satisfaction and the due application of the brand standards:Prepare and implement Pullman brand audits, both internally and externally.Centralize all customer satisfaction information with main focus on Voice of Guest program.Analyze results using indicators defined at Brand level and identify the hotel's specific aims.Present recommendations to managers and define possible improvement actions with them.Be responsible for Response Rate.Team ManagementModify working methods to comply with the brand philosophy.Initiate a positive atmosphere that brings the different departments closer together, so that each hotel is synonymous with its one and only team of personnel, operating in its own field.Ensure that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel.Implement actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.Be responsible for quality and sustainable development in the hotel.Decide on the department's investments in conjunction with the Executive Assistant Manager Rooms Division and Commercial/General Manager.
QualificationsKnowledge and ExperienceMinimum 3 years of relevant experience in a similar capacity.Excellent reading, writing, and oral proficiency in English language.Ability to speak other languages and basic understanding of local languages will be an advantage.Good working knowledge of MS Excel, Word, & PowerPoint.CompetenciesStrong leadership, interpersonal and training skills.Good communication and customer contact skills.Results and service oriented with an eye for details.Ability to multi-task, work well in stressful & high-pressure situations.A team player & builder.A motivator & self-starter.Well-presented and professionally groomed at all times.
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https://careers.accor.com/ .Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Job DescriptionJob PurposeThis position is responsible for the supervision and management of the overall Guest Experience operations by ensuring that all service standards delivery are maintained in accordance with the Hotel’s strategic plan and standard.Primary ResponsibilitiesGuest Experience OperationParticipate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.Ensure that the following elements are applied long-term throughout the hotel: Pullman Brand Standards and Loyalty (these elements refer to I Auditor guidelines).Mobilize all players in the continuous improvement dynamics (process, indicators, follow-up etc.).In conjunction with the Heads of Department and Team Leaders, build up the processes, actions, and working methods needed to fulfill the brand's customer promise.Translate the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.Mobilize and challenge all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests, our distinctive quality standard.Provide a methodological framework for Heads of Department to implement long-term "Quality" standards: analysis, diagnosis, action plan and follow-up.Guarantee the global vision of customer satisfaction and the due application of the brand standards:Prepare and implement Pullman brand audits, both internally and externally.Centralize all customer satisfaction information with main focus on Voice of Guest program.Analyze results using indicators defined at Brand level and identify the hotel's specific aims.Present recommendations to managers and define possible improvement actions with them.Be responsible for Response Rate.Team ManagementModify working methods to comply with the brand philosophy.Initiate a positive atmosphere that brings the different departments closer together, so that each hotel is synonymous with its one and only team of personnel, operating in its own field.Ensure that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel.Implement actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.Be responsible for quality and sustainable development in the hotel.Decide on the department's investments in conjunction with the Executive Assistant Manager Rooms Division and Commercial/General Manager.
QualificationsKnowledge and ExperienceMinimum 3 years of relevant experience in a similar capacity.Excellent reading, writing, and oral proficiency in English language.Ability to speak other languages and basic understanding of local languages will be an advantage.Good working knowledge of MS Excel, Word, & PowerPoint.CompetenciesStrong leadership, interpersonal and training skills.Good communication and customer contact skills.Results and service oriented with an eye for details.Ability to multi-task, work well in stressful & high-pressure situations.A team player & builder.A motivator & self-starter.Well-presented and professionally groomed at all times.
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