To be fully conversant with brand compliance systems and guest experience management tools such as Voice of the Guest, LRA reporting site etc.
Conduct Guest Experience Management overview induction for new hire department heads.
Provide daily update on guest experience and satisfaction scores and identify areas of improvement
To facilitate timely corrective action planning, implementation, and eventual elimination of root causes that supports the continuous improvement in the area of guest experience.
To supervise the maintenance of Brand and Guest Experience related Operating Procedures, in line with Sofitel standards.
To process registration to all new guest satisfaction and brand compliance tools and systems
To facilitate deployment of hotel goals and strategies to departmental functions and key processes, ensuring integration and continuity
To facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes.
To drive the culture of Cousu Main in the hotel and create awareness and understanding among all Ambassadors on this key driver of guest experience.
Be expert of product and service standard, ensure the process of standards and audit as well as reporting tools are well communicated to the operational teams
Ensure the standards and audit tools are understood and implemented
Organize quarterly self-assessment, in charge of putting together any waiver request for the hotel
Monitor the implementation of Management Actions Plans (MAP) following product & service mystery audit together with operational teams
To maintain the integrity of the Sofitel brand standards and ensure achievement of stated objectives and policies in relation to brand compliance.
To work together with operations team and ensure the guest feedback management process is set up and well communicated to all Ambassadors
Monitor and analyze guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Center, etc. and facilitate action plans necessary for improvement whenever needed
To effectively manage hotel’s online reputation and ensure that guest feedback are responded to and followed up accordingly.