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Customer Experience Director

1 week ago

Auckland, Auckland, New Zealand Pullman Kinshasa Grand hôtel Full time

At Pullman Kinshasa Grand hôtel, we strive to deliver pioneering experiences that blend innovative work and event spaces with a vibrant social atmosphere. Our service promise, 'Progress Together, Anytime, Anywhere,' empowers us to embrace others' progress as our own by seeking opportunities, connecting with meaning, and making a positive impact.

A visionary change agent who actively seeks opportunities and forges meaningful connections to create a lasting impact. This is an exciting opportunity to join our team as a Guest Relations Manager, where you will be the key driver in improving the guest experience and ensuring our hotel's continued progress.

Job Description:

The Guest Relations Manager is responsible for developing strong relationships with guests pre-arrival and throughout their stay. You will liaise with other departments on guest experience, encourage and train Heartists to upsell/cross-sell, meet departmental targets, complete reporting on guest complaints and feedback, oversee and assess Heartist guest service, arrange and prepare pre-arrival briefing packs for Heartists, and initiate and coordinate new projects to enhance the overall guest experience.

Key Skills and Qualifications:

  • Clear and effective communication skills
  • Multitasking and time management
  • Strong attention to detail
  • Teamwork and ability to work independently
  • Proven ability to build and develop guest relationships
  • Prior experience working with Opera Cloud or a related system
  • First Aid Certificate
  • At least three years in the hospitality industry
  • At least two years' experience in a Supervisory role in Front Office or Guest Relations within a hotel environment

Benefits:

  • Learn your Way - Access to our Accor Academy so you can Earn while you Learn
  • Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
  • Daily staff meals provided while on duty
  • Accor's Parental Leave Scheme
  • Ongoing reward and recognition incentives
  • Opportunities for further development and worldwide career progression within Accor