Assistant Guest Experience Manager

Company Description

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Job Description

Job Purpose

This position is responsible for the supervision and management of the overall Guest Experience operations by ensuring that all service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

Primary Responsibilities

Guest Experience Operation

• 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: Sofitel Brand Standards and Loyalty (those elements are refer to 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 brands customer promise.
• Translates the Sofitel 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 Sofitel 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 Sofitel 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 hotels 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 departments investments in conjunction with the Executive Assistant Manager Rooms Division and Commercial / General Manager
  
  

• You would be reporting to the General Manager
• You have to work closely with operations team of Front Office, Food and Beverage, Sales & Marketing, Spa and Finance to ensure Cousu Main experience (Exceptional Guest Service) to the guest
• You have to co-ordinate with external business partners like vendors of Linen, Toiletries, Floral materials and uniforms to provide materials as specified in brand standards
• Ensure Leadership Team are well aware of business forecast and strategies of the hotel
  
  

• Strong leadership, interpersonal and training skills
• Ability to lead expatriates and local colleagues effectively
• Excellent 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