Assistant Guest Experience Manager

About the Role

Accor is seeking an Assistant Guest Experience Manager to join a hotel within its network. This full-time role involves contributing to a positive and memorable impact for guests and colleagues, aligning with Accor's vision of responsible hospitality. The Accor group comprises over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations.

Key Responsibilities

• Ensure a warm welcome and professional farewell for all guests, creating a positive and memorable guest experience.
• Organize and coordinate special events, VIP arrivals, and personalized guest experiences according to guest preferences.
• Monitor guest satisfaction and feedback, implementing appropriate actions to improve the overall guest experience.
• Train, coach, and support team members in guest relations, service standards, and hospitality best practices.
• Maintain accurate guest records, preferences, and special requests in the hotel management system to support personalized service.
• Assist in developing and implementing initiatives to improve guest satisfaction, engagement, and loyalty.
• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest service.
• Manage guest communications, including correspondence, special requests, pre-arrival arrangements, and follow-up.
• Monitor service quality and ensure compliance with Novotel service standards and hotel policies across all guest touchpoints.
• Assist in coordinating concierge services, transportation, activities, and other guest requests.
• Support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency.

Candidate Profile

The ideal candidate will have 2-5 years of experience in a relevant field. This role requires an individual who can contribute to creating a positive and memorable impact for customers and colleagues, embodying responsible hospitality.

Company Culture

Accor values its employees and offers opportunities for development and advancement. The company emphasizes creating positive and memorable experiences for guests, colleagues, and the planet, fostering a culture where every action contributes to this vision.

Work Type

This is a full-time position within the Accor network.