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,
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.
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.
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.
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.
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