Job Description

Guest Experience Manager

• Ensure and provide a professional upscale guest service experience. Create a positive first impression for guests.
• Setting goals and objectives for the department or team to ensure that objectives are met or exceeded
• Creating training manuals and materials to help staff members be successful in their jobs
• Training employees in customer service and acting as an ambassador to guests by addressing complaints.
• Create, lead, and maintain the VIP and amenity program to increase guest loyalty and retention.
• Evaluate and respond to all guest feedback.
• Takes personal responsibility for correcting service problems and creating memorable guest experiences. Respond to needs of guests and anticipate their unstated ones.
• Maintain regular and seamless communication with guests by being approachable, detailed oriented, results driven and gracious.
• Coordinate and manage communication between all departments impacting the guest's experience.
• Closely work with the Sales & Revenue Team to comprehend rate strategy based on seasonality.
• Maintain property responses to all channels for their review responses.

What's in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• What you will be doing:

• Solicit group, transient and/or banquet business, and reach consistent achievement of sales objectives
• Establish parameters, quotes and negotiate prices and seal contracts
• Participate in tradeshows, conventions and promotional events
• Maintain accounts, contact, activity and business details
• Your experience and skills include:

• Relevant sales experience is an asset
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Highly responsible & reliable
• Excellent communication skills, both written and verbal required
• Strong interpersonal and problem solving abilities
• Your team and working environment:

Novotel London Canary Wharf is a stylish 39-storey hotel located in the city's iconic commercial district, with easy access to London's main tourist attractions. The hotel features 313 rooms, a contemporary awarded restaurant, the "BOKAN 37", a roof top terrace bar with stunning 360 views across the city skyline.

Your team and working environment:

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS