Guest Experience Manager

Accor Hotels

Rạch Giá, Kien Giang

Job Description
Primary Responsibilities

Main Duties & Responsibilities
• 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
•... More Detail

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