Cluster Guest Experience Manager
Dubai, UAE
منذ 6 يوم
source :
  • we offer our colleagues andleaders exciting career paths and engaging work environments indestinations around the world.
  • As Cluster Guest Experience Manager,you will be the subject expert for various projects to furtherimprove business results and guests experience for our fourproperties - Fairmont the Palm,

  • Mövenpick JLT, Riva and the pre-openingproperty, Th8 by Accor. You will aim to attain the higheststandards of service excellence in accordance with the companyguidelines.
  • RESPONSABILITIES : Serves VIP guests in a friendly,helpful and personalized manner Interacts and maintain excellentprofessional relationships with all guests Practices and adhere tobrand standards to enhance customer service Takes responsibilityfor anticipating and meeting guests’ needs Identifies anyopportunity to improve the guest experience Ensures uncompromisinglevels of cleanliness and maintenance through eachemployees’ responsibility Ensures that the Accor loyaltyprograms are promoted Provides guidance to gests on hotelsactivities, outlets and dining options Demonstrates a thoroughknowledge of food and beverage products, menus and promotions Be anambassador at all time Stays guest focused and nurture a perfectguest experience Originates cost effective ideas and projects toimprove service quality Creates an atmosphere of high morale and ahappy working relationships in the team Ensures trainings areconducted and attended as scheduled Ensures that all employees readand understand the hotel’s Employee Handbook and adhereto the hotel’s rules and regulations.

  • Ensures that the department’s operationalbudget is strictly adhered to and that all costs are controlled andexpenditures approved Interprets monthly financial data, identifyand take corrective actions as and when required Continuallyanalyzes business practices and identify opportunity forimprovements, which results in increase in revenue and / or costsavings.
  • Assumes responsibility for increasing hotel sales andprofits Ensuring the quality, standards and meeting theexpectations of the guests on a daily basis.

    Observes servicebehaviors of colleagues and ensures that all uniformed colleaguesare properly attired and groomed, each wearing a nametag.

    Implements the guest recognition / service program, communicating andensuring the process. Conducts regular inspection tours of theentire facility for appearance, safety, staffing, security, andmaintenance.

    Ensures compliance with all policies, standards andprocedures. Understands and can implement all emergency plansincluding accident, death, elevator, thefts, vicious crimes, bombs,fire, etc.

  • Understands and complies with lossprevention policies and procedures. Assists with energyconservation efforts by monitoring compliance during propertytours.
  • Provides services that are above and beyond for guestsatisfaction and retention. Improves service by communicating andassisting individuals to understand guest needs, providingguidance, feedback, and individual coaching when needed.

    Intervenesin any guest / colleagues situation as needed to insure the integrityof the property is maintained, guest satisfaction is achieved, andcolleague well-being is preserved.

  • Serves as aleader in displaying outstanding hospitality skills. Sets apositive example for guest relations. Empowers colleagues toprovide excellent customer service.
  • Observes service behaviors ofemployees and provides feedback to individuals. Maintains highvisibility in public areas during peak times.

    Interacts with guestson a regular basis throughout the property to obtain feedback onquality of product, service levels and overall satisfaction.

    Records guest issues in the guest response tracking system. Reviewscomment cards and guest satisfaction results withcolleagues.

  • Emphasizes guest satisfactionduring all departmental meetings and focuses on continuousimprovement. Other responsibilities as needed and assignedQUALIFICATIONS AND REQUIREMENTS : Problem-solving skills Amethodical and logical approach Accuracy and attention to detailHighly responsible & reliable Ability to work well underpressure in a fast-paced environment Ability to work cohesively aspart of a team years’ experience in a similarrole in a luxury hotel Exceptional English communication skills, anadditional language will be a plus Please note that you must beeligible to live and work in Dubai.
  • Why work for Accor? We are farmore than a worldwide leader.

  • We welcome youas you are and you can find a job and brand that matches yourpersonality. We support you to grow and learn every day, makingsure that work brings purpose to your life, so that during yourjourney with us, you can continue to explore Accor’slimitless possibilities.
  • By joining Accor, every chapter of yourstory is yours to write and together we can imaginetomorrow's hospitality. Discover the life that awaits youat Accor,

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