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About the Role
Oversee and coordinate all customer experience activities within a designated portfolio, ensuring efficient execution and communication within established budgets. The goal is to establish a reputation of excellence and deliver on Accor's client promise.
Responsibilities
- Manage end-to-end Quarterly and Annual Customer Engagement plans, ensuring budget compliance and strategic guidance from the General Manager of Customer Experience
- Oversee day-to-day operations to meet Accor's contractual obligations and Customer Experience KPIs in your asset/portfolio
- Lead a team of Head Concierge and Concierge Executives to enhance the customer experience
- Craft engaging content for various social media and online platforms
- Innovate the customer experience based on feedback, tenant interaction, and emerging trends
- Assist the Area Manager in talent management, including recruitment and rostering
- Inspire and engage your teams as a charismatic leader
- Implement best practice tools, participate in CX training, and ensure quality assurance
- Embody Accor values and set a strong example in all actions and interactions
Requirements
- Demonstrated experience in leveraging relationships and partnerships to drive customer outcomes
- A passion for people with demonstrated ability in leading small teams and cultivating stakeholder relationships both internal and external
- Excellent written and verbal communication skills with strong and demonstrated administrative acumen with an ability to transfer ideas and strategy into professional documents.
- Extensive leadership experience in hospitality and/or events, sales, and marketing roles, gained through years of working in the industry
- Strong passion for people, curating experiences for others and in leading premium service delivery with a proven record of innovation and animation
- All successful candidates will be required to hold a valid National Police Check
Skills
- Customer Experience Management
- Team Leadership
- Content Creation
- Social Media Management
- Talent Management
- Recruitment
- Rostering
- Quality Assurance
- Relationship Management
- Stakeholder Management
- Written Communication
- Verbal Communication
- Administrative Acumen
- Hospitality Management
- Event Management
- Sales
- Marketing
Location
- Australia
Work Type
- Full-time
Experience Level
- Extensive leadership experience
Benefits
- ALL Heartist Membership - Discounts on accommodation and food & beverage worldwide
- Family & Friends Discounts - On accommodation, services, and events
- Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on worldwide stays
- Learn Your Way - Access to Accor’s industry leading training platforms, Accor Academy and Typsy
- Build Your Network - Opportunity to grow hospitality network globally
- Worldwide Opportunities - Limitless opportunities to grow career within a global hotel operator
About the Company
- Accor Hospitality Services is pioneering the transformation of tomorrow's world by addressing the daily hospitality requirements of partners throughout Australia.
- Our core focus is on delivering tailor-made, human-centric hospitality solutions.
- Accor's vision of an augmented hospitality experience transcends the confines of our hotels, taking root within our HEARTIST culture and team ethos.
- This vision draws inspiration from our properties and thrives on the foundation of loyalty.
- At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life.
- By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality.
- Accor is an inclusive company, building diverse teams across the globe.
Equal Opportunity
- Accor is an inclusive company, building diverse teams across the globe.
- Everyone has a story and we want to learn yours.