Guest Experience Manager

About the role

The Guest Experience Manager leads and supports all initiatives that enhance the guest journey at an Accor‑affiliated hotel. Reporting to the General Manager, this role drives a guest‑centric culture, ensures brand standards are met, and turns guest feedback into actionable improvements.

Key responsibilities

• Lead Guest Experience initiatives and act as the Voice of the Guest (VOG) champion.
• Support the GM in fostering a guest‑centric culture across all departments.
• Communicate brand assurance programs, quality initiatives, and audit requirements to all stakeholders.
• Prepare departments for LQA or BARE brand audits and conduct regular self‑assessments using iAuditor and other tools.
• Review daily VOG performance, identify trends, and share insights with relevant teams.
• Facilitate weekly VOG meetings with department heads, monitor Management Action Plans, and follow up on implementation.
• Maintain direct contact with guests to collect feedback and ensure timely responses to negative reviews on GSS, TripAdvisor, and other platforms.
• Champion internal communication of guest‑experience updates and share best practices from other hotels.

Required profile

• Proven experience in hospitality operations with a strong focus on guest satisfaction.
• Ability to lead cross‑functional teams and drive continuous improvement.
• Excellent analytical skills to interpret feedback data and identify improvement opportunities.
• Strong communication skills to influence and train staff at all levels.

Required skills

• Proficiency with iAuditor for conducting audits and self‑assessments.
• Experience using ResaVision or similar quality‑management platforms.