Guest Experience Supervisor - Legacy Yen Tu

VOICE OF THE GUEST (VOG)

• 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: Trustyou, Accor Customer Digital Card, Tripadvisors…)
• 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 Hotel recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• 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
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)

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 MGallery 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
• In charge of ALLSAFE program. Fully knowledgeable about the ALLSAFE Standards, checks and ensures full implementation across all departments

• Has regular and close interactions with hotel guests to collect feedbacks and ideas
• Work closely with front office team to reinforce guest recognition program and ensure guest references are updated on Accor Customer Digital Card per Accor Guidelines
• Ensure VIP guests’ experience meet expectation from pre-arrival to departure
• Developing new guest experience projects to increase guest satisfaction
• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to

• Attractive local package.
  
• Working with an experienced team at an iconic property located in one of Vietnam's most livable and famous tourist cities. 
• Develop your talent through learning programs by Accor Academy.
• Employee benefit card offering discounted rates in Accor Hotels worldwide.

• Bachelor’s Degree in Hospitality or related areas;
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
• Experience in partnering and working closely with different stakeholders at various levels
• Perfectly fluent in English and local language, another language a plus
• Passion for people and for best-in-class service

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