Guest Experience Manager
Hn np: 31/07/2024 Mc lng: Tha thun
Np h s ng tuyn
THNG TIN C BN
S lng
1
Ni lm vic
Qun Cu Giy - H Ni
Gi lm vic
Gi hnh chnh
Loi hnh
Khch sn/ Khu cn h Resort/ Khu Du lch Nh hng/ Bar/ Pub
Ngnh ngh
Tin snh
V tr
N/A
Cp nht
08/07/2024 16:12
M T CNG VIC
VOICE OF THE GUEST (VOG)
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 each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation
Deep Dive on Member's experience and satisfaction and work closely with the loyalty activist
Conduct weekly HOD meeting to communicate performance, support and follow up on action plans
Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences
Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)
Conducts Guest Experience Management induction for new hires
BRAND ASSURANCE AND QUALITY PROGRAM
Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments
Review and follow up on action plans proposed by each department post-mystery audit
Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task
Conduct quarterly full self-assessments
Set internal target to ensure the highest audit score during the mystery audit
OPERATIONAL: GUEST SERVICE
Has regular and close interactions with hotel guests to collect feedbacks and ideas
Ensure VIP guests experience meet expectation from pre-arrival to departure
Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
Takes pride in delivering a high quality service
Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
Allows and supports team members to resolve internal and external guest service issues
OTHER INVOLVEMENT
HEARTIST: The Guest Experience Manager works closely with T&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
ACDC: The Guest Experience Manager works closely with the ACDC Champion in embracing the platform, collecting and using guest preferences to personalize guest's experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
Attend regional/country Guest Experience meetings/trainings as required
Main Complexity/Critical issues in the Job
The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen
Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant/innovative products, services and programs
Coordinate, communicate and get buy-in from the different stakeholders at various levels
The ability to influence stakeholders
The ability to create and lead a guest-centric culture at the property
Act as a role-model and inspire behavioral change
Lead and foster excellence and innovation
QUYN LI C HNG
Attractive salary, 100% service charge during probation period
Social insurance, health insurance and other benefits
Uniforms, laundry, free shift meals
Opportunities to grow within our property and across the world
YU CU CNG VIC
Bachelor's Degree in Hospitality or related areas;
Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
Experience in 2-3-star Hospitality required;
Strong background in hotel operations; (minimum of 3 years in hotel operations)
Strong experience with the setup and management of a Quality Management System;
Experience in partnering and working closely with different stakeholders at various levels
Perfectly fluent in English and local language, another language a plus
Analytical
Team player
Excellent communicator
Able to influence
Detail-oriented
Innovative, creative
Organized
Accountable
People-oriented
Multi-disciplinary, multi-tasked
Passion for people and for best-in-class service
YU CU H S
Please send your CV to Talent and Culture Department!
