Guest Experience Manager

As a Guest Experience Manager at AccorHotel in Chennai, you will lead and support all Guest Experience initiatives at the property.

You will support the General Manager in driving a guest-centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.

Key responsibilities include:

• Reviewing and communicating the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
• Working with and supporting Department Heads to prepare for LQA or BARE Brand Assurance audits.
• Conducting regular property self-assessments on the Operational Brand Standards and other quality programs.
• Representing Guest Experience at the morning hotel briefing with updates and highlights points for improvement and guest praise.
• Reviewing VOG performance and guest feedback daily, identifying trends and areas for improvement.
• Conducting a weekly VOG meeting with individual Department Heads, communicating performance, and supporting Management Action Plan (MAP) efforts.
• Leading and developing a team of Guest Experience Ambassadors within the hotel.

Requirements:

• Bachelor’s Degree in Hospitality or related areas.
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools.
• Relevant work experience with internationally reputed hotel chains is preferred.
• Strong background in hotel operations or service industry (in a client-facing role); 2-5 years of experience.