Guest Experience Manager

3 weeks ago

Hyderabad, Telangana, India AccorHotel Full time
Job Purpose

This role is responsible for overseeing the overall Guest Experience operations, ensuring that all service standards are maintained in accordance with the hotel's strategic plan and standards.

Key Responsibilities
  • Participate in daily operations meetings to coordinate with support departments on general administration and operations issues.
  • Ensure the long-term application of Pullman Brand Standards and Loyalty, as per IAuditor guidelines.
  • Mobilize all players in the continuous improvement dynamics, including process indicators and follow-up.
  • Collaborate with Heads of Department and Team Leaders to develop processes, actions, and working methods 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 Heads of Department to ensure all employees embody Pullman expertise and the behavioral code in front of guests.
  • Provide a methodological framework for Heads of Department to implement long-term Quality standards, including 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, focusing on the Voice of Guest program.
  • Analyze results using indicators defined at the Brand level and identify the hotel's specific aims.
  • Present recommendations to managers and define possible improvement actions with them.
  • Responsible for Response Rate.
  • Team Management.
  • Modify working methods to comply with the brand philosophy.
  • Initiate a positive atmosphere that brings the different departments closer together, making each hotel synonymous with its unique team of personnel operating in its field.
  • Ensure the quality of service provided for guests is homogeneous throughout the hotel, conveying an excellent global image of the hotel.
  • Implement actions to increase awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.
  • Responsible for quality and sustainable development in the hotel.
  • Decide on the departments' investments in conjunction with the Executive Assistant Manager Rooms Division and Commercial / General Manager.
Qualifications
  • Minimum 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, and PowerPoint.
Competencies
  • Strong leadership, interpersonal, and training skills.
  • Good communication and customer contact skills.
  • Results and service-oriented with an eye for details.
  • Ability to multitask, work well in stressful and high-pressure situations.
  • A team player and builder.
  • A motivator and self-starter.
  • Well-presented and professionally groomed at all times.
Remote Work

No

Employment Type

Full-time

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