Found Description
Primary Responsibilities
- Support the General Manager to lead and grow all Guest Experience initiatives within the property.
- Focus on guest satisfaction by identifying business improvement opportunities.
- Represent the guest voice within the hotel and centralise and analyse all available guest feedback from guests and tools (VOG, Local Measure, Accor Customer Digital Card, ResaVision).
- Encourage staff to invite guests to answer the hotel guest satisfaction survey.
- Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) and CompIndex.
- Manage responses to all guest feedback in accordance with AccorHotels recommendations.
- Share guest insights during morning briefings with the GM, HOD and employees, including both negative and positive feedback to drive recognition of employees.
- Perform root‑cause analysis in each touchpoint, develop problem resolution and prevention p...