Guest Experience Manager

About the role

The Guest Experience Manager ensures every guest enjoys a seamless, memorable stay by overseeing front‑office operations, handling guest interactions, and coordinating with internal teams. This role is central to delivering Accor’s vision of responsible hospitality and creating positive impacts for guests, colleagues, and the planet.

Key responsibilities

• Assist guests with check‑in, check‑out and other cashiering duties.
• Prepare arrival lists, issue room keys, and manage welcome cards and amenities.
• Ensure members, repeat guests and VIPs receive full benefits and special recognition.
• Maintain and update the repeat‑guest history system.
• Promote in‑house facilities and inter‑hotel sales to maximize revenue.
• Handle guest complaints, comments, mail, messages and phone calls with tact and efficiency.
• Protect guest privacy and monitor credit discrepancies.
• Alert security or duty manager of any suspicious activity.
• Stay knowledgeable about all food & beverage outlets, hotel services, and emergency procedures.
• Attend briefings, meetings and trainings; report for duty on time in proper uniform.
• Uphold high standards of personal appearance, hygiene and service quality.

Required profile

• Ability to stand for long periods and work in a fast‑paced environment.
• Flexibility to work varied shifts, including weekends and holidays.
• Strong attention to detail and commitment to guest confidentiality.
• Excellent communication and interpersonal skills.

Required skills

What we offer

• Opportunities for development and advancement within a global hotel network.
• Engagement in a responsible hospitality culture.
• Dynamic, multicultural work environment.