Job Description Primary Responsibilities
Main Duties & Responsibilities
- Responsible for responding to all reviews sent by guests and analysing the results and producing reports for the hotel team.
- Responsible for the Learning & Development of hotel teams in regards to Guest Experience. Managing all reviews and social media feedback from guests i.e. TripAdvisor Facebook, Instagram, Twitter etc.
- Guest Experience
- Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
- Makes recommendations to improve the Guest Experience and shares these with the management team
- Ensures that the Novotel Brand Standards are adhered to and conducts regular spot checks
- Responds to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively.
- Enhances the hotel's customer service and Guest Experience by incorporating examples of best practices
Learning and Development
- Conducts weekly and monthly training sessions in Novotel
- Contributes to the content of new training programs
- Schedules training sessions, organises information technology and other equipment
- Monitors training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary
Social Media/Reputation Management
- Monitors social media platforms e.g. Twitter, Facebook, Instagram
- Engages with the audience following the Novotel social media strategy
- Maintains the accuracy and consistency of data produced from all social media platforms
- Posts relevant articles on social media platforms ensuring all content follows the guidelines outlined in the Novotel Social Media strategy
- Grow the number of audience/followers on social media platforms
- Manages Trip Advisor ranking and reviews in order to move ranking upwards.
Work Experience Knowledge and Experience
- Diploma in Tourism / Hospitality Management
- Minimum 4 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
Competencies
- 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
Benefits - Monthly service charge- Friendly & free accommodation and nutritious meals
- Hotel uniform
- Employee benefit card offering discounted rates in Accor Hotels
- Develop your talent through learning programs by Academy Accor
- Dynamic, professional working environment and a supportive team
- Opportunity to grow within your property and across the world.
