Guest Experience Manager

• 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 Accor’s recommendation

• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)

• Organize root-cause analysis in each touchpoints, 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

• Send out weekly analysis of Guest Experience for review and necessary actions.

• 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 Accor (CXC)

• Conducts Guest Experience Management induction for new hires

+ 02 months probation 100% salary

+ Service surcharge | Social insurance | Suncare health insurance

+ 3 meals/day support & Uniforms provided by the hotel

+ Training course at the hotel according to hotel regulations

+ Salary: discussed during interview

Work location: Sa Pa - Lao Cai

Other modes: Discussed during interview

• Degree in Hospitality or related areas;

• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;

• Experience in 5-star Hospitality required;

• Strong background in hotel operations; (minimum of 3 years in hotel operations)

• Experience in partnering and working closely with different stakeholders at various levels