JOB DETAILS
Guest Experience Manager
CompanyAccorHotel
LocationChennai
Work ModeOn Site
PostedNovember 11, 2026
About The Company
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
About the Role
Unternehmensbeschreibung
"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"
Stellenbeschreibung
- Leads and supports all Guest Experience initiatives at the property.
- Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
- Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
- Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel.
- Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.
- Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
- Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.
- Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts.
- Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
- Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads.
- Monitors results of other quality management programs such as ResaVision and follows up action plans from the relevant Department Heads whenever necessary.
- Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.
Qualifikationen
- Bachelor’s Degree in Hospitality or related areas
- Strong user knowledge of Microsoft Outlook and Microsoft Office tools
- Relevant work experience with internationally reputed hotel chains is preferred
- Strong background in hotel operations or service industry (in a client facing role); (2-5 years)
Key Skills
Guest experience managementQuality assuranceHotel operationsBrand standardsAudit managementData analysisTeam leadershipMicrosoft OfficeMicrosoft OutlookPerformance reportingStakeholder managementCustomer service
Categories
HospitalityManagement & LeadershipCustomer Service & Support
Job Information
📋Core Responsibilities
The Guest Experience Manager leads and supports all guest experience initiatives, ensuring a guest-centric culture and adherence to brand standards. They conduct regular property self-assessments, analyze guest feedback, and collaborate with department heads to implement improvement plans.
📋Job Type
vollzeit
📊Experience Level
2-5
💼Company Size
102025
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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