Lead the Guest Experience and Legendary Services team, ensuring personalized, intuitive, and memorable guest experiences.
Ensure the consistent execution of Accor Premium Luxe, Sofitel Legend, LQA standards, and the brand’s signature rituals.
Maintain effective communication and strong interdepartmental relationships to ensure a seamless operation focused on the guest.
Oversee the complete experience of VIP and loyalty guests, from pre-arrival through departure, including personalized follow-up and itineraries.
Monitor guest feedback, incidents, and opportunities for improvement through TrustYou (VOG), ensuring appropriate follow-up and service recovery.
Lead team performance, training, development, motivation, and grooming standards, while maintaining a highly visible presence with guests and Heartists.
Manage the department’s administrative and analytical operations, including Alice, Royal Service, Opera Cloud, reporting, purchasing, and departmental records.
Promote the ALL – Accor Live Limitless loyalty program and ensure VIP and loyalty procedures are consistently met or exceeded.
Ensure the highest standards of personal presentation, image, and grooming are consistently maintained across the Guest Experience and Legendary Services teams.
Drive continuous improvement initiatives in the guest experience by identifying opportunities, analyzing trends, and implementing actions that elevate service standards, guest satisfaction, and loyalty.