Assistant Guest Experience Manager - Arabic Speaker/ Additional Language
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Key skills for this role
About the Role
Sofitel is hiring an Assistant Guest Experience Manager to lead guest satisfaction initiatives, manage feedback tools, and ensure brand standards. Requires experience in hospitality guest experience and fluency in Arabic and English.
Key Skills for This Role
Responsibilities
- Lead and grow all Guest Experience initiatives within the property
- Analyze guest feedback and drive Reputation Performance Score
- Manage responses to guest feedback as per AccorHotels recommendation
- Conduct root cause analysis and implement prevention plans
- Lead a team of Guest Experience Champions
- Ensure VIP guest experience meets expectations
- Train and monitor guest relation team performance
Requirements
- Fluency in Arabic and English
- Experience in guest experience or hospitality management
Full Job Posting
Primary Responsibilities
- As the project leader, support GM to lead and grow all Guest Experience initiatives within the property.
- Focus on guest satisfaction when identifying business improvement opportunities.
- Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback.
- Encourage staff to invite guests to answer the hotel guest satisfaction survey.
- Fully master guest satisfaction tools to monitor and drive RPS and CompIndex.
- Manage responses to all guest feedback as per AccorHotels’ recommendation.
- Share guest insights during morning briefing to GM, HOD and employees.
- Perform root cause analysis, problem resolution & prevention plans.
- Deep Dive on Member’s experience and work with loyalty activist.
- Conduct monthly HOD meeting to communicate performance and follow up on action plans.
- Lead and develop a team of Guest Experience Champions.
- Champion internal communication of Guest Experience related matters.
Brand Assurance and Quality Program
- Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives.
- Is fully knowledgeable about brand essentials and ensures full implementation.
- Review and follow up on action plans post LQA audit.
- Actively implement daily/weekly cross department assessments.
Operational: Guest Service
- Has regular and close interactions with hotel guests to collect feedback.
- Ensure VIP guests’ experience meet expectations from pre arrival to departure.
- Train, direct and monitor guest relation team performance.
- Takes pride in delivering high quality service.
- Exhibit problem solving skill and ability to recover guest experience.
- Allows and supports team members to resolve guest service issues.
Other Involvement
- Work with T&C to ensure hotel team embraces Heartist service culture.
- Work with ACDC Champion to collect and use guest preferences.
- Model positive response to organizational change.
Other Responsibilities
- Maintain complete knowledge of all hotel services and outlets.
- Be well versed in hotel fire & life safety/emergency procedures.
- Attend all briefings, meetings and trainings as assigned.
- Report for duty on time wearing clean and complete uniform.
- Maintain high standard of personal appearance and hygiene.
- Perform other reasonable duties assigned by Management.
Safety, Quality & Environment Responsibilities
- Know and applies Accor security and evacuation procedures.
- Ensures safety of people and property within the office.
- Adhere and support Accor’s commitments to Environment Charter and Planet 21.
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