JOB DESCRIPTION / ROLE
Company description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants, and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action contributes to creating a positive and memorable impact for our customers, our colleagues, and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job description
- Ensure that every aspect of the guest journey from pre-arrival to departure is seamless, emotionally engaging, and aligned with the highest standards (LQA criteria).
- Design and implement strategies to tailor bespoke experiences for guests, from personalized welcome amenities to special arrangements and unique moments.
- Monitor GSS and feedback from all channels on Trust You (guest surveys, online reviews, in-person feedback), using insights to drive continuous improvement.
- Take full ownership of service recovery, transforming challenges into loyalty-building opportunities through prompt and empathetic resolution.
- Elevate guest recognition programs, ensuring repeat guests feel genuinely remembered and deeply valued.
- Promote hotel facilities and services, encouraging inter-hotel sales and enhancing the overall guest experience.
- Work closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Ensure all service rituals and guest interaction reflect refined hospitality.
- Foster a culture of emotional intelligence, storytelling, and attention to detail across Guest Experience functions.
- Ensure compliance with brand standards and audit requirements, proactively addressing gaps and opportunities.
Qualifications
- Minimum 3 years' experience in a managerial role within Front Office.
- Managerial experience within the luxury hospitality industry.
- Bachelor's degree in hospitality management, Business Administration, or equivalent.
- A proven track record of upholding superior quality standards in audits and achieving high levels of guest satisfaction.
- Exceptional communication, leadership, and interpersonal skills crucial for effective team management.
- Proficiency in Opera Cloud is essential; experience with CRM systems would be an advantage, as well as guest feedback management tools such as Trust You.
Additional information
- Experience is an asset.
- Prior experience working with Opera or a related system.
- Fluency in English; additional languages are a plus.
Your team and working environment
The team and property foster a collaborative and supportive culture focused on delivering exceptional guest experiences and personal development.
Our commitment to diversity & inclusion
We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.
ABOUT THE COMPANY
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.
