Guest Experience and Quality Manager

VOICE OF THE GUEST

• 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 touch points, 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

PROJECT MANAGEMENT

• Take the leadership of a certain number of generic project of the hotel which are not especially attached to one specific department such as CSR, Hygiene, Single use Plastic

• Coordinate the application of these projects with all concerned departments

• Provide the necessary training and guidelines for the team to understand and execute these projects

• Ensure that expected certifications are achieved

Other Responsibilities

• Be well versed in hotel fire & life safety/emergency procedures

• Apply necessary precautions with regards to the hotel food safety and hygiene standards (HACCP)

• Attend all briefings, meetings and trainings as assigned by management

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the assigned by the Management

• Employee benefit card offering discounted rates in Accor Hotels worldwide
• Develop your talent through Accor’s learning programs
• Opportunity to grow within your property and across Accor’s Luxury hotels
• Ability to contribute to local community and make a difference through our Corporate Social Responsibility

Knowledge and Experience

• Bachelor / Higher Degree education

• Minimum 3 years of relevant experience in a similar capacity

• Good reading, writing and oral proficiency in English and Vietnamese language

• Ability to speak other languages will be an advantage

Competencies

• Perfectly fluent in English and local language, another language a plus

• Strives to be approachable at all times particularly during workloads peaks

• 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