Guest Experience Manager - AccorHotel in Saudi Arabia

AccorHotel, one of the world's leading hospitality groups, is seeking a highly motivated and experienced Guest Experience Manager to join its team in Saudi Arabia.

About the Role

The Guest Experience Manager plays a pivotal role in ensuring every guest enjoys a memorable and flawless stay. You will oversee all guest touchpoints, from pre-arrival to post-departure, focusing on exceeding expectations and fostering long-term brand loyalty. This role is critical in maintaining Accor's reputation for excellence in the competitive Saudi hospitality market.

Key Responsibilities

• Lead and mentor the front desk and guest services teams to deliver exceptional service standards.
• Analyze guest feedback from surveys, online reviews, and direct comments to identify trends and implement continuous improvement plans.
• Professionally and efficiently handle guest complaints, special requests, and VIP arrangements.
• Develop and conduct training programs for staff on service excellence, communication, and problem-solving.
• Collaborate with housekeeping, F&B, maintenance, and other departments to ensure seamless guest experiences.
• Monitor key performance indicators (KPIs) related to guest satisfaction, such as Net Promoter Score (NPS) and online ratings.
• Implement and promote Accor's loyalty programs and guest recognition initiatives.
• Conduct regular inspections of public areas and guest rooms to ensure quality standards are met.

Required Qualifications

• Education: Bachelor's degree in Hospitality Management, Hotel Administration, or a related field.
• Experience: Minimum 3-5 years of experience in luxury hospitality, with at least 2 years in a supervisory or managerial role focused on guest relations or front office.
• Skills:
  • Fluency in English and Arabic (spoken and written) is mandatory.
  • Strong leadership and team motivation skills.
  • Excellent interpersonal, communication, and conflict-resolution abilities.
  • Proficiency in Property Management Systems (PMS) like Opera or similar.
  • In-depth knowledge of luxury hospitality standards and service recovery techniques.
• Personal Attributes: Detail-oriented, proactive, resilient under pressure, and passionate about creating "wow" moments for guests.

Why Join Accor?

• Be part of a global leader in hospitality with a strong presence in Saudi Arabia.
• Access to extensive training and career development programs.
• Work in a diverse, multicultural environment.
• Competitive salary and benefits package (details shared during interview).

How to Apply

Qualified candidates are invited to submit their updated CV highlighting their achievements in guest satisfaction and team management. Applications can be submitted via the official Accor careers portal or through trusted job platforms like Naukrigulf.

Note: Preference will be given to candidates currently residing in Saudi Arabia or those with the ability to relocate immediately. Please ensure your CV clearly demonstrates your experience in the luxury hospitality segment.