Assistant Guest Experience Manager

VOICE OF THE GUEST

• As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property
• Focuses on guest satisfaction when identifying business improvement opportunities
• Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)
• Encourage staff to invite guests to answer to the hotel guest satisfaction survey
• Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
• Manage responses to all guest feedback, as per AccorHotels’ recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Performing root-cause analysis in ea...