Assistant Guest Experience Manager - Arabic Speaker/ Additional Language
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Key skills for this role
About the Role
Sofitel seeks an Assistant Guest Experience Manager to lead guest satisfaction initiatives, analyze feedback, and drive service excellence. The role requires fluency in Arabic and strong project management skills to enhance the guest experience across the hotel.
Key Skills for This Role
Responsibilities
- Lead guest experience initiatives and analyze feedback from various tools
- Manage responses to guest feedback and conduct root cause analysis
- Train and monitor guest relations team to ensure service standards
- Ensure VIP guest experiences meet expectations from pre arrival to departure
Requirements
- Fluency in Arabic and additional language
- Experience in guest experience or hospitality management
- Strong project management and analytical skills
- Ability to lead and influence stakeholders
Full Job Posting
Job Description
- Primary Responsibilities include leading guest experience initiatives and ensuring brand standards.
Voice of the Guest
- Support GM to lead and grow Guest Experience initiatives
- Analyze guest feedback from VOG, Local Measure, Accor Customer Digital Card
- Manage responses to all guest feedback as per AccorHotels recommendation
- Conduct root cause analysis and follow up on action plans
- Lead and develop a team of Guest Experience Champions
Brand Assurance and Quality Program
- Communicate Brand Assurance Program and ensure implementation
- Review and follow up on action plans post LQA audit
- Conduct daily/weekly cross department assessments
Operational: Guest Service
- Interact with guests to collect feedback
- Ensure VIP guest experience meets expectations
- Train and monitor guest relation team performance
- Resolve guest service issues efficiently
Other Involvement
- Work with T&C to embrace Heartist service culture
- Work with ACDC Champion to personalize guest experience
- Model positive response to organizational change
Main Complexity/Critical Issues
- Ability to manage projects strategically while being hands on
- Capacity to work independently and with stakeholders
- Ability to influence stakeholders and create guest centric culture
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