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Customer Experience Manager

2 months ago

Berkeley, California, United States AccorHotel Full time
Job Description

Company Overview

AccorHotel is a leading hospitality company that welcomes you as you are and offers a unique opportunity to grow and learn every day. We support our employees to achieve their full potential and make a difference in the world.

Job Summary

The Guest Relations Manager will be responsible for providing exceptional customer service and building partnerships with other departments to ensure that guests' needs are met promptly. This role requires strong leadership and communication skills to lead the Front Office team through organizational changes and provide support and manage the Front Desk operations and hotel room inventory.

Key Responsibilities

  • Customer Service
    • Ensure the safety, security, and loss control policies and procedures are compiled within the hotel.
    • Provide direction and leadership to the Hotel Emergency Team and call for the evacuation of people and staff from areas affected by fire, flood, bomb threats, or civil disturbance.
    • Maintain a visible image of management at all times.
  • Leadership and Team Management
    • Assist employees and guests by handling guest feedback, both written and verbal, and include investigations into guest complaints.
    • Ensure documentation of all guest-related issues using the SCORE log.
    • Meet, greet, and room VIPs and make courtesy calls to guests.
    • Conduct daily briefings, presenting business issues, hotel information, and coach and train colleagues on guest-handling skills.
  • Operations and Administration
    • Conduct investigations when Front Desk colleagues are unable to balance their cashiering ledger and/or cash float.
    • Coach and train colleagues and carry out disciplinary actions when necessary.
    • Attend scheduled meetings, departmental, and interdepartmental meetings.
    • Coordinate full-house activities, handle pledge relocations of guests.
    • Control hotel room inventory and manage room availability for check-in.
    • Ensure procedures of On-Call Valet desks and driveways are manned at all times and operate efficiently.

Requirements

  • University/College Degree in a related discipline, or equivalent experience required.
  • Minimum 3 years Hotel Front Office and Food and Beverage experience.
  • Sound Computer Knowledge, i.e., well-versed with Windows, Internet Explorer, and Word, either POS or PMS system.
  • Knowledge of Opera would be of advantage.
  • Read, write, and speak English fluently.
  • Sound decision-making.
  • Good interpersonal and communication skills.
  • Leadership/People management skills.