What is in it for you

• Employee benefit card offering discounted rates at Accor hotels worldwide.
• Learning and development opportunities through Accor Academies.
• Career growth opportunities within your hotel and across the global Accor network.
• The opportunity to make a meaningful impact through our sustainability and Corporate Social Responsibility initiatives, including Planet 21.
• Be part of a passionate team that celebrates creativity, individuality, and authentic hospitality.

What you will be doing

• Lead and champion the guest experience journey, ensuring every touchpoint exceeds luxury service standards.
• Foster a culture of personalized, heartfelt hospitality, creating memorable and unique experiences for every guest.
• Conduct regular quality inspections and service audits across guest rooms, public areas, restaurants, and all guest-facing facilities to ensure exceptional presentation and service excellence.
• Monitor compliance with brand standards and hotel quality assurance requirements, implementing continuous improvement initiatives.
• Analyze guest feedback, online reviews, guest satisfaction surveys, and quality reports to identify trends, develop action plans, and enhance the overall guest experience.
• Collaborate closely with operational leaders to implement service improvements, resolve quality concerns, and drive operational excellence.
• Deliver engaging training sessions, coaching, and service refreshers to inspire Heartists to consistently deliver memorable guest experiences.
• Handle guest concerns and service recovery with professionalism, empathy, and efficiency, ensuring timely resolution while exceeding guest expectations whenever possible.
• Monitor departmental service standards and recommend innovative initiatives that elevate guest satisfaction and brand loyalty.
• Ensure compliance with all health, safety, hygiene, and local regulatory requirements relevant to hotel operations.
• Prepare comprehensive quality and guest experience reports, presenting key insights, performance trends, and recommendations to senior management.
• Promote a culture of continuous improvement, innovation, and collaboration, empowering Heartists to create meaningful guest experiences.

Desired Candidate Profile

Previous experience in Guest Experience, Quality Assurance, Front Office, Rooms Division, or Luxury Hospitality Management.

Strong passion for luxury hospitality, personalized service, and creating memorable guest experiences.

Excellent leadership, coaching, communication, and interpersonal skills.

Strong analytical and problem-solving abilities with exceptional attention to detail.

Experience working with guest satisfaction platforms and quality management systems is an advantage.

Ability to thrive in a fast-paced environment while maintaining the highest standards of service excellence.

Excellent command of written and spoken English; additional languages are an asset.