Guest Experience Director

il y a 2 semaines

IssylesMoulineaux, Île-de-France Accor Temps plein
Job Purpose

This role is responsible for the overall management of Guest Experience operations, ensuring that all service standards are maintained according to the Hotel's strategic plan and standards. Key responsibilities include supervising and managing Guest Experience operations, providing a methodological framework for Heads of Department to implement long-term quality standards, and centralizing customer satisfaction information. Additional tasks include preparing and implementing Pullman brand audits, analyzing results using indicators defined at Brand level, and presenting recommendations to managers and defining possible improvement actions with them.

Key Responsibilities
  • Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.
  • Ensures that the following elements are applied long-term throughout the hotel: Pullman Brand Standards and Loyalty (those elements are referred to in I Auditor guidelines).
  • Mobilizes all players in the continuous improvement dynamics (process, indicators, follow-up etc).
  • In conjunction with the Heads of Department and Team Leaders, builds up the processes, actions and working methods needed to fulfill the brand's customer promise.
  • Translates the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.
  • Mobilizes and challenges all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests, our distinctive quality standard.
  • Provides a methodological framework for Heads of Department, to implement long-term 'Quality' standards: analysis, diagnosis, action plan and follow-up.
  • Guarantees the global vision of customer satisfaction and the due application of the brand standards:
  • Prepares and implements Pullman brand audits, both internally and externally.
  • Centralizes all customer satisfaction information with main focus on Voice of Guest program.
  • Analyses results using indicators defined at Brand level and identifies the hotel's specific aims.
  • Presents recommendations to managers and defines possible improvement actions with them.
  • Responsible in Response Rate.
  • Team Management
  • Modifies working methods to comply with the brand philosophy.
  • Initiates a positive atmosphere that brings the different departments closer together, in order that each hotel is synonymous with its one and only team of personnel, operating in its own field.
  • Ensures that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel.
  • Implements actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.
  • Responsible for quality and sustainable development in the hotel.
  • Decides on the department's investments in conjunction with the Executive Assistant Manager Rooms Division and Commercial / General Manager.

Qualifications
  • Minimum 3 years of relevant experience in a similar capacity.
  • Excellent reading, writing and oral proficiency in English language.
  • Ability to speak other languages and basic understanding of local languages will be an advantage.
  • Good working knowledge of MS Excel, Word, & PowerPoint.

Competencies
  • Strong leadership, interpersonal and training skills.
  • Good communication and customer contact skills.
  • Results and service oriented with an eye for details.
  • Ability to multi-task, work well in stressful & high-pressure situations.
  • A team player & builder.
  • A motivator & self-starter.
  • Well-presented and professionally groomed at all times.

Additional Information
  • Experience is an asset.
  • Prior experience working with Opera or a related system.
  • Strong interpersonal and problem solving abilities.
  • Fluency in English, additional languages are a plus.

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