Guest Experience Manager

Experience Level: Mid Level | Posted Date: 2025-04-14

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Description

Company Description

Join the Sheraton Suites Calgary Eau Claire (a uniquely managed Fairmont property within Accor) operating as a franchised Marriott property. Our team is committed to excellence, open, welcoming & engaged. Our workplace has a family feel and we work together towards common goals while assisting one another on a daily basis.

Sheraton Suites Calgary Eau Claire is designed for those in pursuit of adventure, joy and relaxation. Located downtown, our sophisticated hotel is nestled between the urban vibes of a bustling city and the peaceful tranquility of the Bow River and Prince's Island Park. Discover adventures from the heights of the Calgary Tower for enchanting city views to river floating down the Canadian Rockies glacier fed Bow River. Experience the many sides of our beautiful city at Sheraton Suites Calgary Eau Claire, Calgary's Urban Resort.

What is in it for you:

• Employee benefit card offering discounted rates in Accor & Marriott worldwide for you and your family
• Food & Beverage discounts at Sheraton Suites Calgary Eau Claire & Fairmont Palliser
• Learning programs designed to sharpen your skills
• Global career development opportunities 

Job Description

We are looking for a motivated and passionate Guest Experience Manager to join our team. This entry-level role is perfect for someone who is eager to enhance the guest experience at every touchpoint—whether guests are staying at the hotel or dining in the restaurant. The individual will be responsible for responding to all guest feedback and survey results, identifying trends, and assisting in the development of strategies to improve guest satisfaction.

 Key Responsibilities:

 1. Guest Feedback & Experience Management:

• Review guest feedback from surveys, online reviews, and direct communication to identify opportunities for improvement.
• Respond to guest feedback in a timely, friendly, and professional manner, ensuring guests feel valued and heard.
• Manage VIP pre-arrival experience.
• Assist Flower & Wolf Restaurant in answering reservation inquiries.
• Assist in preparing reports on guest feedback trends and share insights with the leadership team to improve service quality.
• Support the execution of strategies to enhance the guest experience based on feedback, collaborating with various departments to implement changes.
• Assist in identifying emerging trends and business opportunities by analyzing guest feedback and industry insights.

2. Cross-Departmental Collaboration:

• Work closely with all departments to ensure that guest feedback is integrated into daily operations.
• Provide support to staff, offering guidance on guest satisfaction to ensure a consistent experience.
• Participate in regular meetings with department heads to track progress and discuss ongoing improvements.

4. Reporting & Performance Tracking:

• Help maintain guest experience tracking systems, ensuring all feedback is documented and followed up on.
• Assist in preparing reports on guest satisfaction, sharing progress and opportunities for improvement.
• Monitor the impact of feedback-driven improvements, offering insights for further development.

Qualifications

• Hospitality experience or schooling is desired (e.g., internship, courses in Hospitality Management, Business Administration, or a related field).
• Strong written and verbal communication skills, with the ability to respond to guest feedback in a professional, empathetic manner.
• A passion for hospitality with a keen interest in creating positive guest experiences
• Ability to analyze feedback and trends to help improve the guest experience and support business growth.
• Strong interpersonal skills, with a collaborative and positive attitude, eager to work across departments to enhance the guest experience.
• A proactive and adaptable mindset, willing to learn and take on new challenges.

Preferred Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field (or coursework in progress).
• Previous hospitality experience

Additional Information

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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. 

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Trust, Innovation, Guest Passion,  Sustainable Performance and Spirit of Conquest; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

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