Job Description

About the role
Our Team:
At Sanofi, we are deeply committed to leveraging Hospitality Management as a means to enhance People & Culture, rather than just managing physical spaces or services.

• Leverage the differentiation of the Sanofi brand to attract talent

• Increase loyalty and reduce turnover

• Facilitate the return to the workplace for collaboration and collective innovation

• Enhance well-being to boost engagement and performance

• Foster a sense of belonging

Hospitality Management is centered around a "user-centric" mindset, aiming to provide unique on-site experiences that distinctly set the workplace apart from the home environment.
We aim to transform everyday workplace interactions into extraordinary and unforgettable experiences.
We believe that providing Residents with innovative services and a well-supported workplace will help promote productivity, wellbeing, collaboration, innovation, and ultimately will result in greater employee engagement
In this context of Hospitality Management, a new way of operating Workplace Experience on Sanofi sites, a different role has been identified as key in our organization: The Hospitality Manager.
Being the preferred point of contact for Sanofians and Guests on site, he/she ensures an elevated workplace and employee experience, and satisfaction, with regard to Workplace operations.
Main responsibilities:
All activities listed below can be performed internally or externalized (through the iWX partner) and remain the responsibility of the Hospitality Manager

• Customer Services Coordination

Preferred Point of Contact of Residents regarding on-site and off-site services
Provide information on Hub services and advise Residents on the usage of these services
Collect knowledge of its internal & external customers to ensure the needed adaptation of services on site and enhance personalized experience wherever possible
Liaise between the iWX Team and the Sanofi Workplace Experience team to ensure alignment (and other suppliers, if any)
Ensure reporting on the utilization of services and overall engagement
Ensures / provides answers to the Resident, launch and follow up on corrective actions, and personally track issue resolution

• Sanofians' and Guests' Feedback & Satisfaction Monitoring

Ensure Resident feedback collection with the iWX Partner at various touch points and from the different channels (Global App / 5* Ratings / Survey Terminals / Mystery Guests / F2F interactions / Listening Groups...)
Analyses feedback and generates the reporting according to the appropriate details, site / regions / touch points, business reviews and associated communications)
Reports Resident satisfaction into iWX Scorecards

• Hospitality Management Culture:

Ensures the Hospitality mindset is embodied by all members of the Workplace Experience team (providers and internal collaborators) and must report to the WX Head every observed deviation
Check all elements of design of our Hospitality identity are deployed (Visual, Graphic, Olfactive, etc.)
Ensures local teams and newcomers are trained on the Hospitality Culture
Assess and report hospitality performance against the KPI's defined into iWX Scorecards
Ensure regular Hospitality tips / reminders / key services / behaviors for local teams (acculturation / continuous trainings)
If needed, re-trains local teams on the Hospitality Culture
Embody the Hospitality Management skills

• Events & Community Management

Develops & animates network with Residents and Business Stakeholders
Build relationships to facilitate the sense of Community
Helps in animating site communication through appropriate media (appy, NL, screens...)
Coordinate, schedule and oversee activities / events, from ideation to implementation, as requested by the Business Unit / Function
Collaborate with Business Unit / Function Teams to co-create calendar of events and activities focusing on employee's experience and satisfaction
Track relevant Event Management metrics, i.e., repeat attendance, engagement, satisfaction, etc.
About the Hospitality Manager
Soft Skills:
High level of Integrity
Guest Oriented
Excellent Communication Skills
Ability to Coach and Mentor
Role Model for Hospitality Attitude
Autonomous
Emotional Intelligence (EQ)
Empathy
Cultural Awareness
Pro-active / Agile
Creative Problem-Solving Skills
Open Minded
Teamwork Oriented
Adaptability, Multitasking & Organizational Skills
Customer Service Skills
Sense of Responsibility and Ownership
Background Experience
Hospitality Management qualified
Minimum of English + local language
Microsoft Office Suite, Excel / Data Management
Facilities Management Knowledge in Soft & Hard Services
Matrix Organization Experience
International background with exposure to Multicultural Environments
Project Management: able to pilot transverse projects
Pursue progress, discover extraordinary
Better is out there. Better medications, better outcomes, better science. But progress doesn't happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let's be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our and check out our Diversity Equity and Inclusion actions at !

Skills Required