Within the Global Quality & Guest Experience Team, reporting directly to the Director Quality & Guest Experience, you will assist in building, developing and improving a guest-centric approach to Quality & Guest Experience for our 4 brands worldwide, leading to increased Guest Engagement.
In an international environment, you will manage your time well to contribute daily to the success of the team, on the following (but not limited to) tasks:
- Update the Quality Month end Performance Report
- Follow-up on Hotel Quality Scores and track action plans accordingly
- Prepare analysis / Insights from guest Reviews on various topics (F&B, Rooms,….)
- Assist in the yearly review and update of the Standards
- Collect and update the Best Practices Library for our hotels
- Assist in the creation of content and guidelines, SOPs and presentations.
- Select the monthly best Cousu Main & Mgallery Magic stories, part of the monthly and annual competition
- Assist both VP and Director on ad hoc projects (Toolkit creation, Service Essentials, Golden Rules, update the escalated complaints tracker, Communication on our TEAMS community group composed of our hotels…)
You will work closely with the Opening Team, Regional Marketing Relays and Global Marketing Teams as well as with our 250 hotels Worldwide, other Accor Transversal teams and external partners (suppliers…).