Guest Experience Manager

About the role

Leads and supports all Guest Experience initiatives at the property, partnering with the General Manager to embed a guest‑centric culture and uphold Accor brand standards.

Key responsibilities

• Communicates brand assurance programs and quality initiatives to all stakeholders.
• Prepares departments for LQA or BARE audits and conducts regular self‑assessments using iAuditor.
• Monitors Voice of the Guest (VOG) performance, analyses daily feedback, and shares trends with relevant teams.
• Runs weekly VOG meetings with department heads, drives Management Action Plans, and follows up on implementation.
• Leads a team of Guest Experience Ambassadors to perform deep‑dives, identify improvement opportunities, and implement solutions.
• Ensures 100 % response to negative guest feedback on GSS, TripAdvisor and social media.
• Collects direct guest feedback in‑house and champions internal communication of guest‑experience matters.

Required profile

• Bachelor’s degree in Hospitality or a related field.
• 2–5 years of experience in hotel operations or a client‑facing service role, preferably with an international hotel chain.
• Experience with Opera or a similar property management system is an asset.
• Fluency in English; additional languages are a plus.

Required skills

• Microsoft Outlook
• Microsoft Office suite
• Opera PMS (or related system)
• iAuditor for audits