# Guest and Talent Experience F/M/X

**Company**: AccorHotel
**Location**: Lisbon, Lisbon
**Job type**: full-time
**Category**: Hospitality
**Industry**: Hospitality

**Apply**: https://jobs.smartrecruiters.com/AccorHotel/744000160861550-guest-and-talent-experience-f-m-x?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/guest-and-talent-experience-f-m-x-055b0081-b69/

## Description

We are seeking a dynamic and strategic Guest and Talent Experience Manager.

As a key member of our team, you will lead our customer experience strategy and promote an organisational culture of excellence for our colleagues, ensuring maximum satisfaction for both.

**Key Responsibilities:**

**Guest Experience**

- Design, implement, and oversee the hotel's global customer experience strategy.

- Ensure service consistency across all areas, including Front Office, F&B, Housekeeping, and Maintenance.

- Analyse guest feedback and define action plans.

- Manage complaints, incidents, and personalised VIP client follow-up.

- Collaborate with Sales & Marketing to align commercial promises with actual experiences.

**Talent Experience**

- Develop and monitor the Talent Experience strategy for a large team and coordinate the implementation of Accor's group Talent strategy within the hotel.

- Lead onboarding programs, cultural integration, and talent development initiatives.

- Foster well-being, recognition, motivation, and organisational climate initiatives.

- Coordinate in-service training plans, leadership development, and hospitality culture.

- Act as a liaison between Operations and Human Resources.

**Leadership & Management**

- Embody the hotel's service culture and values.

- Train and support Department Heads in experience-focused leadership.

- Prepare periodic KPI reports on customer and team experiences for management.

**Success Metrics (KPIs):**

- Customer satisfaction indices (RPS, GSS, online reputation).

- Team satisfaction and commitment index (labour climate and retention).

- Effectiveness in resolving complaints and reducing repetitive incidents.

- Adherence to established service standards.

**Requirements:**

- Strong customer orientation, empathy, and passion for hospitality.

- Excellent communication, influence, and inspirational leadership skills.

- Strategic vision, analytical ability (data/KPI management), and focus on continuous improvement.

- Change management and conflict resolution skills.

**Who We Are Looking For:**

- High attention to detail and previous experience in commercial roles is advantageous.

- Excellent communication, interpersonal, and time management skills, combined with a positive, dynamic, and customer-oriented attitude.

- Open-minded, proactive, and able to handle different cultures and approaches.

- Ability to work autonomously, make decisions, and find effective solutions to daily challenges.

- Excellent organisational, planning, and structuring skills.

- Strong results orientation, without losing focus on service quality and customer/team satisfaction.

- Ability to work in a team, collaborating closely with various hotel departments.

- Proficiency in Portuguese and English is essential.

- Higher education in Hospitality, Tourism, Management, or a relevant field is valued.

**Additional Information:**

- Competitive base salary with IHT.

- Annual bonus based on performance and evaluation.

- Health insurance after 6 months.

- Adequate training according to Accor Academy and constant monitoring.

- Career progression opportunities.

- Personal and professional development.

- Parking possibilities within the hotel.

- ALL Heartist benefits with a collaborator card and access to all hotels with discounts and various partner products.

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Portuguese
- English
- Communication
- Leadership
- Analytical skills
- Time management
- Organisational skills

### Nice to have
- Commercial experience
- Hospitality education
- Change management
- Conflict resolution

---

Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/AccorHotel/744000160861550-guest-and-talent-experience-f-m-x?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)