Job Description

Guest Experience Manager You will be responsible for the overall guest satisfaction of the hotel and closly working with the General Manager of the hotel. We are looking for someone within the hospitality industry who understands the social media and guest experience platforms, working in core hotel guest operations and lives the value of Guest Passion. Key Expectations: Assist team to exceed Guest Satisfaction scores for Accor portals. Strategize and implement the plans with the head of the respective departments to enhance guest services of the hotel. A Go To resource and a enthusiastic hotelier who handles guest operations with the team. Drive self-education to update self and the team with the operational standards as per Sofitel standards. What you will be doing: works cross-departmentally with all departments. Has a perfect understanding and clear vision of the brand\'s guest promise, is exemplary in their manner and behaviour. Is a coach and a project leader. Is the guests voice within the hotel centralises, analyses and processes all available information concerning guests perceptions of the services and products provided by the hotel. Is responsible for implementing the Guest Experience Program with the management board and throughout the hotel. Coordinates and manages the concerning the continuous improvement process and project. Provides necessary explanations and training for the hotel\'s heads of department in the use of the associated working methods and tools. Supports the heads of department in establishing a continuous improvement process and in introducing any necessary changes in working methods. In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible.

Monster