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Director of Rooms and Guest Experience

2 meses atrás

São Paulo, São Paulo, Brasil Accor Hotels Tempo inteiro

Job Summary:

The Director of Rooms and Guest Experience is a key leadership role within the Front Office and Butler Team, reporting directly to the Hotel Manager. This position is responsible for ensuring the delivery of exceptional guest experiences throughout the entire stay, while maximizing room revenue and productivity.

Key Responsibilities:

  • Manage the Front Office Department and oversee the delivery of guest services, ensuring seamless processes and innovative enhancements.
  • Support leaders within the division in upholding a flawless impression and perception of Accor Hotels services, products, and colleagues through hands-on and smart operational leadership.
  • Ensure service standards and individual performance align with Accor Values: Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
  • Champion Guest Satisfaction measuring tools and platforms, responding to guest surveys, delegating tasks, and communicating with the corporate office.
  • Accurately forecast and submit monthly reports, compose and submit a feasible annual budget focusing on profitability, cost per occupied room, and productivity.
  • Collaborate with the Finance team to ensure compliance with credit policies and procedures.
  • Identify new revenue opportunities and improvement of existing revenue streams and upsell schemes.
  • Maintain inventory levels, equipment, and operating supplies, ensuring intelligent use of funds available.
  • Implement new opportunities for inter-hotel sales and in-house facilities.
  • Ensure guests receive the experience as detailed in brand Standard Operating Procedure (SOP), Leading Quality Assurance (LQA), and Forbes standards.
  • Oversee the handling and follow-up of any security incident and guest complaint, reinforcing hotel values.
  • Work with fellow divisional leaders to improve synergies of service and product offerings.
  • Communicate closely with the Director of Sales and the Director of Revenue Management to ensure optimal balance of hotel supply and demand.
  • Act according to hotel emergency and crisis management procedures.

Additional Requirements:

  • Ability to make a difference through Corporate Social Responsibility activities.
  • Opportunity to develop talent and grow within the property and across the world.
  • Employee benefit card offering discounted rates in Accor Hotels worldwide.
  • Learning programs through Accor Hotels Academies.