Job Purpose

The Senior Guest Experience Manager ensure the implementation and continual development of the brand focused quality assurance and guest experience programs across Greater China Hub. He or she is a support center and a consultant for property level’s General Managers and Guest Experience Directors/Managers by being a reference in terms of knowledge and a guide for the implementation of all tools resulting in a branded guest experience in the hub.

Responsibilities 

MONITORING THE QUALITY OF SERVICE TO GUESTS

 ● Master the Quality Management Tool
 ● Review and set RPS objective for all hotels and Greater China Hub
 ● Adapt non-Mainland hotels’ brand ambitions on RPS
 ● Sustainably increase % of hotels above brand ambition RPS threshold
 ● Collect and analyze brand and hotels performances from the guests’ feedback platform (satisfaction by touchpoint throughout the customer journey) and CompIndex to ensure Reputation Performance Score (RPS) objective is met
 ● Analyze monthly reports on guest insights and ensure hotels implement action plans to keep improving operations
 ● Analyze key touchpoints, such as bed, bath and breakfast satisfaction
 ● Provide guidance on cleanliness satisfaction
 ● Deep dive monitoring of Member’s experience and satisfaction and work closely with loyalty team to set action plans
 ● Animate regular calls with GMs and the guest experience relays to discuss key actions to implement, share trends and guest experience updates
 ● Champion Quality Monitoring program by supporting and tracking detractor hotels’ improvement actions
 ● Guide the guest experience relays to keep increasing the volume of guest feedback (focus on direct channels) to drive brand stickiness and manage online reputation
 ● Lead the guest experience relays to focus on guest satisfaction from all touchpoints throughout the customer journey and identify improvement opportunities
 ● Train the guest experience relays to be the representative of the guests’ voice within the hotel; centralize and analyse all available guest feedback regarding hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, Listen program…)
 ● Ensure that all the guest experience relays are fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
 ● Coaching the guest experience relays to perform root-cause analysis in each touchpoint, problem resolution & prevention plans, following-up on necessary actions and implementation
 ● Develop the guest experience relays at Ultra-Lux and Luxury brands properties and key properties for elevated guest experiences
 ● Champion the internal communication of Guest Experience related matters to all Heartists including performance, best practices implemented in other others within the network
 ● Conducts Guest Experience Management induction for new hires

MONITORING THE QUALITY OF THE NETWORK

 ● Embrace and communicate the Brand Compliance program and all new brand/quality initiatives effectively to all stakeholders
 ● Is fully knowledgeable about the brand standards, checks and ensures full implementation across all departments
 ● Lead a successful implementation of the annual brand standards in hotels by providing guidelines / directions for implementation
 ● Manage and follow up on post brand standards audits. Provides constructive feedback on action plans proposed by hotels 
 ● Take the initiative to actively communicate and establish hotel’s daily / weekly cross-department assessments program
 ● Review of the quarterly full self-assessments via audit platforms (LQA and TrueView) submitted by hotels
 ● Assist with implementation of brand markers during pre-opening and provides coaching to the pre-opening team
 ● Drive Product Modernity through providing training, tracking and implementing the brand bedding program

ELEVATING GUEST EXPERIENCE CENTRIC CULTURE

 ● Identify key in-hotel experience managers / high potentials for future growth and career progression
 ● For flagship hotels, assist in final selection of Guest Experience candidates
 ● Create task forces of talented guest experience managers that could assist pre-openings or help detractor hotels with low RPS or audit scores
 ● Identify innovative approaches to manage satisfaction and drive higher quality
 ● Encourage hotels to get inspiration and inspire other by uploading Sparkle moments
 ● Embrace the Heartists’ Service Culture mindset and support operation to continuously spread it when opportunity allows
 ● Embrace ACDC enabler and support the roll out and animation of the platform
 ● Change Management: models a positive response to organizational change; leading the change process through coaching and communication
 ● Build positive and reciprocal internal and external relationships
 ● Work with the local Learning & Development Center on the creation of learning content to ensure guest service is top of mind in all interactions
 ● Play an important role in pre-opening critical path to support the pre-opening team in adopting the mandatory programs like Taskworld, VOG, LQA / ECOSURE
 ● Manage escalated guest complaints/inquiries from the customer care team

OTHER INVOLVEMENT 

 ● HEARTIST: The Senior Guest Experience Manager works closely with GMs to ensure the entire hotel team fully embraces the Heartist Service Culture to enhance guest experience. Takes pride in posting Sparkle moments
 ● ACDC: The Senior Guest Experience Manager works closely with the ACDC Champion and FOM in embracing the platform, collecting and using guest preferences to personalize guest’s experience.
 ● Brand markers: work closely with brand team to implement key brand marker pillars
 ● Attend global/hub Guest Experience meetings/trainings as required

Main Complexity/Critical issues in the Job

 ● The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen
 ● Capacity to work independently and with stakeholders to enhance the Guest Experience with relevant/innovative products, services and programs
 ● Coordinate, communicate and get buy-in from the different stakeholders at various levels
 ● The ability to influence stakeholders
 ● The ability to create and lead a guest-centric culture at the property
 ● Act as a role-model and inspire behavioral change
 ● Lead and foster excellence and innovation
 ● Ability to create and run reports independently
 ● Agility in adapting to AI-driven solutions
 ● Ability to retrieve and share training materials in real time
 ● Strong awareness of data security and compliance during Q&A

Knowledge and Experience

Profile

 ● Bachelor’s Degree in Hospitality or related areas;
 ● Strong user knowledge of Microsoft Office 365;
 ● Experience in 5-star Hospitality required;
 ● Strong background in hotel operations; (minimum of 5 years in hotel operations including at least 2 years as a Duty Manager / Assistant Manager position)
 ● Strong experience with the setup and management of a Quality Management System;
 ● Experience in partnering and working closely with different stakeholders at various levels

Competencies

 ● Perfectly fluent in English and local language, another language a plus
 ● Strives to always be approachable particularly during workloads peaks
 ● Analytical
 ● Team player
 ● Excellent communicator
 ● Able to influence
 ● Detail-oriented
 ● Innovative, creative
 ● Organized
 ● Accountable
 ● People-oriented
 ● Multi-disciplinary, multi-tasked
 ● Passion for people and for best-in-class service
 ● Fast learner 
 ● AI-savvy 
 ● Adaptable 
 ● Solution-oriented

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