Guest Experience Manager

5 months ago

Miri, Malaysia Miri City, Sarawak Full time

**Job Description**:
VOICE OF THE GUEST As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property Focus on guest satisfaction from all touchpoints throughout the customer journey and identify improvement opportunities Represent the guests’ voice within the hotel; centralize and analyses all available guest feedback regarding hotel products and services (directly from guests and tools: VOG, Accor Customer Digital Card, ResaVision ) Encourage staff to invite guests to complete 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 Accor’ 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 touchpoint, 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 to implement clear action plans 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 in all touchpoints and to drive preferences Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels. 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 delegate to staff to empower them in doing the task Conduct quarterly full self-assessments Set internal target to ensure the highest audit score during the mystery audit Works with training manager to ensure brand DNA is part of all guest service training and induction 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 Work on Member’ surprise and delight concepts together with the loyalty activist Train, guide 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

**Benefits**:

- Well being and work life balance, 5 day work week, 2 days off per week for all team members at Mercure Miri City Centre.
- Fun, supportive and collaborative working environment.
- Employee benefit card offering discounts and discounted rates in Accor Hotels in over 90 countries around the world.
- Develop your talents and skills through learning programs by Academy Accor
- Opportunities to grow within our property, Accor Malaysia network and across the world
- Ability to contribute to the local community and make a difference through our Corporate Social Responsibility activities, like Planet 21

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