Guest Experience Manager - Quản lý trải nghiệm khách hàng

• Responsible for responding to all reviews sent by guests and analysing the results and producing reports for the hotel team.

• Responsible for the Learning & Development of hotel teams in regards to Guest Experience. Managing all reviews and social media feedback from guests i.e. TripAdvisor Facebook, Instagram, Twitter etc.

Guest Experience

• Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas

• Makes recommendations to improve the Guest Experience and shares these with the management team

• Ensures that the Novotel Brand Standards are adhered to and conducts regular spot checks

• Responds to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively.

• Enhances the hotel's customer service and Guest Experience by incorporating examples of best practices

Learning and Development

• Conducts weekly and monthly training sessions in Novotel

• Contributes to the content of new training programs

• Schedules training sessions, organises information technology and other equipment

• Monitors training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary

Social Media/Reputation Management

• Monitors social media platforms e.g. Twitter, Facebook, Instagram

• Engages with the audience following the Novotel social media strategy

• Maintains the accuracy and consistency of data produced from all social media platforms

• Posts relevant articles on social media platforms ensuring all content follows the guidelines outlined in the Novotel Social Media strategy

• Grow the number of audience/followers on social media platforms

• Manages Trip Advisor ranking and reviews in order to move ranking upwards.

- Friendly & free accommodation and nutritious meals

- Hotel uniform

- Employee benefit card offering discounted rates in Accor Hotels

- Develop your talent through learning programs by Academy Accor

- Dynamic, professional working environment and a supportive team

- Opportunity to grow within your property and across the world

- Diploma in Tourism / Hospitality Management

- Minimum 4 years of relevant experience in a similar capacity

- Excellent reading, writing and oral proficiency in English language

- Ability to speak other languages and basic understanding of local languages will be an advantage

- Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

- Strong leadership, interpersonal and training skills

- Good communication and customer contact skills

- Results and service oriented with an eye for details

- Ability to multi-task, work well in stressful & high-pressure situations

- A team player & builder

- A motivator & self-starter

- Well-presented and professionally groomed at all times

Interested candidates kindly apply on Hoteljob