Primary Responsibilities
Guest Experience Operation
- Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
- Coach in behavioral skills and quality management
- Ensures that the following elements are applied long-term throughout the hotel
- Mobilizes all players in the continuous improvement dynamics (process, indicators, follow-up etc)
- In conjunction with the Heads of Department and Team Leaders, builds up the processes, actions and working methods needed to fulfill the brand's customer promise
- Translates the Pullman mindset to guests through strong presence in the field, embodying sociability and proximity.
- Mobilizes and challenges all Heads of Department to ensure that all employees embody Pullman expertise and the behavioral code in front of guests, our distinctive quality standard
- Provides a methodological framework for Heads of Department, to implement long-term "Quality" standards: analysis, diagnosis, action plan and follow-up
- Guarantees the global vision of customer satisfaction and the due application of the brand standards:
- Centralizes all customer satisfaction information with main focus on Voice of Guest program
- Analyses results using indicators defined at Brand level and identifies the hotel's specific aims
- Presents recommendations to managers and defines possible improvement actions with them
- Responsible in Response Rate
- Modifies working methods to comply with the brand philosophy
- Initiates a positive atmosphere that brings the different departments closer together, in order that each hotel is synonymous with its one and only team of personnel, operating in its own field
- Ensures that the quality of service provided for guests is homogeneous throughout the hotel, to convey an excellent global image of the hotel
- Implements actions to increase the awareness of all personnel of quality issues, deploying training if needed for hotel staff or Heads of Department.
- Responsible for quality and sustainable development in the hotel
- Decides on the department's investments in conjunction with the Director of Rooms / General Manager
- Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
- Be well versed in hotel fire & life safety/emergency procedures
- Attend all briefings, meetings and training's as assigned by management
- Report for duty on time wearing clean and complete uniform at all times
- Maintain a high standard of personal appearance and hygiene at all times
- Perform other reasonable duties assigned by the Management of the Hotel
Knowledge and Experience
- Diploma in Tourism & Hospitality Management
- Minimum 3 years of relevant experience in a similar capacity
- Excellent reading, writing and oral proficiency in English language
- Ability to speak other languages and basic understanding of local languages will be an advantage
- Good working knowledge of MS Excel, Word, & PowerPoint
- Strong leadership, interpersonal and training skills
- Good communication and customer contact skills
- Results and service oriented with an eye for details
- Ability to multi-task, work well in stressful & high-pressure situations
- A team player & builder
- A motivator & self-starter
- Well-presented and professionally groomed at all times
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies and the opportunity to earn qualifications while you work
- Opportunity to develop your talent and grow within your property and across the world
- Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21
Accor