Guest Experience Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Manager

Sofitel Mumbai BKC

Guest Experience Manager

You will be responsible for the overall guest satisfaction of the hotel and will be reporting to the head of Front Office , 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:

• I s a member of the hotel's management board, and 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 Accor 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.

Talents Required:

• Professional, Luxury Minded, Sophisticated Ethical, Honest, Trustworthy, Enthusiasm and Positive Attitude
• Confident yet Humble, Self-Aware, Competitive, Goals and Results Oriented
• Natural Intuition, Anticipates Needs, Problem/Puzzle Solver Strategic, Sees the Big Picture
• Self-motivated, Hard Working, Quick learner, Strives to Keep Learning
• Cares for Others; Team Members and Guests
• Prioritizes First, then Acts

Key Qualifications:

• Minimum 6-8 Years of Hotel Experience (preferably Luxury)
• Minimum of 2-3 Years as Asst Front Office Manager | Guest Relations Manager.
• College Degree in Business Administration, Management Studies or Hotel Management
• A reasonable understanding of the Hotel industry
• Exceptional computer skills (Opera, Microsoft Excel/PowerPoint, Trip Advisor and other portals)
• Technologically savvy - can learn and use new systems quickly
• Ability to accurately and efficiently prepare requested reports
• Exceptional verbal and written English skills (French preferred but not required)

Your team and working environment:

• You would be reporting to the Front Office Manager
• You will be responsible for Guest experience of the hotel
• You have to work closely with operations team of Front Office, Housekeeping, Food and Beverage, Sales & Marketing, Spa and Finance to enhance Guest satisfaction scores.
• You have to co-ordinate with external business partners like TripAdvisor and OTA's to manage experience
• Ensure Executive Committee and HOD are well aware of business dynamics and experience of guest satisfaction scores are well balanced with the operations
• Liaise with the corporate office team to integrate the India and South Asia on Guest experience and Brand Standard.

Our commitment to Diversity & Inclusion :

- We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

- We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

- By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

- Do what you love, care for the world; dare to challenge the status quo! #BELIMITLESS