Job Description
Primary Responsibilities
VOICE OF THE GUEST
- As the project leader he/she should support GM to lead and grow all Guest Experience initiatives within the property
- Focuses on guest satisfaction when identifying business improvement opportunities
- Represent the guests voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG Local Measure Accor Customer Digital Card ResaVision)
- Encourage staff to invite guests to answer to the hotel guest satisfaction survey
- Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
- Manage responses to all guest feedback as per AccorHotels recommendation
- Share guest insights during morning briefing to GM HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
- Performing...
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