job posting · smartrecruiters
ACCOR: Guest Experience Manager
Observed on the employer’s careers system, last checked 2026-09-11.
- Employer
- ACCOR
- Location
- Kuching
- Category
- Customer Service
- Posted
- 2026-09-10
- Careers system
- smartrecruiters
- Observed
- 2026-09-11
Role description
Verbatim from the employer’s posting, rendered as plain text.
Job Summary The Guest Experience Manager is responsible for ensuring guests receive a warm, personalised and memorable experience throughout their stay. The role focuses on guest engagement, service recovery, feedback management and maintaining high guest satisfaction standards. Key Responsibilities Oversee and enhance the overall guest experience throughout the hotel. Welcome and engage with guests, especially VIPs, repeat guests and special occasions. Proactively identify guest needs and ensure appropriate follow-up during their stay. Handle guest feedback, complaints and service recovery professionally and promptly. Monitor guest satisfaction scores and online guest reviews, including TrustYou feedback. Coordinate with Front Office, Housekeeping, F&B and other departments to resolve guest concerns. Ensure guest preferences and special requests are properly communicated and followed…
Provenance
744000148750799