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 current 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 Resa Vision 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)

📌 Guest Experience Manager (India)
🏢 NOVOTEL
📍 India