Support the General Manager to lead and grow all Guest Experience initiatives within the property.
Focus on guest satisfaction by identifying business improvement opportunities.
Represent the guest voice within the hotel and centralise and analyse all available guest feedback from guests and tools (VOG, Local Measure, Accor Customer Digital Card, ResaVision).
Encourage staff to invite guests to answer the hotel guest satisfaction survey.
Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) and CompIndex.
Manage responses to all guest feedback in accordance with AccorHotels recommendations.
Share guest insights during morning briefings with the GM, HOD and employees, including both negative and positive feedback to drive recognition of employees.
Perform root‑cause analysis in each touchpoint, develop problem resolution and prevention plans,...
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