Sustainability and Guest Experience Manager

Fairmont Hanoi has officially opened its doors in the heart of Vietnam’s capital, marking the debut of the Fairmont brand in the country. The 241-room luxury hotel draws inspiration from the artistry of Vietnamese lacquer, blended with the rich tones of traditional culture and the elegance of Indochinese design from the French colonial era, alongside motifs influenced by Vietnam’s dynasties.

Positioned as an urban resort, Fairmont Hanoi offers a distinctive collection of experiences, including eight dining and bar venues featuring a rooftop terrace, two indoor and outdoor swimming pools, a state-of-the-art fitness centre, and a dedicated wellness floor with an immersive spa and bathhouse.

For corporate and social gatherings, the hotel features three ballrooms — highlighted by a 1,100m² grand ballroom, along with nine versatile meeting rooms, establishing it as a premier destination for meetings, conferences, and events.

Fairmont Hanoi is set to become the city’s new social epicentre, where luxury, culture, and community converge.

This position is responsible for ensuring that the highest level of hotel performance maintaining the focus on achieving all sustainability KPIs and leading sustainability initiatives for the hotel.

This position has as key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily experience performance and guest feedback, representing the guest within the hotel and supporting the Hotel Manager and General Manager on achieving positive results and Guest Experience targets. She/he will also be the champion for the Accor Live Limitless.

SUSTAINABILITY

• Lead the sustainability efforts of the Hotel with the General Manager and Hotel Manager overseeing the activities and projects
• Ensure that the elimination of Single Use Plastic is achieved 100% and maintained that way
• Conduct audits to ensure compliance at all times
• Liaise between corporate office and the Hotel for matters relating to Sustainability
• Coordinate and communicate with other departments on new directions and initiatives and ensure compliance and adherence to standards

VOICE OF THE GUEST

• As the project leader, he/she should support HM and GM to lead and grow all Guest Experience initiatives within the property
• Focuses on guest satisfaction when identifying business improvement opportunities
• Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)
• Encourage staff to invite guests to answer to the hotel guest satisfaction survey
• Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
• Manage responses to all guest feedback, as per AccorHotels’ recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation
• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
• Conduct weekly HOD meeting to communicate performance, support and follow up on action plans
• Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)
• Conducts Guest Experience Management induction for new hires

GUEST SERVICE

• Has regular and close interactions with hotel guests to collect feedbacks and ideas
• Ensure VIP guests’ experience meet expectation from pre-arrival to departure
• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
• Takes pride in delivering a high quality service
• Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
• Allows and supports team members to resolve internal and external guest service issues

OTHER INVOLVEMENT

• HEARTIST: The Guest Experience director works closely with P&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
• ALL and Accor Plus: Drive enrolment and continue to educate Heartists to always have updated information about ongoing promotions and programs.
• ACDC: The Guest Experience director works closely with the ACDC Champion in embracing the platform, collecting and using guest preferences to personalize guest’s experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
• Change Management: models a positive response to organizational change; leading the change process through coaching and communication
• Attend regional/country Guest Experience meetings/trainings as required
• Adhere to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
• The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen
• Capacity to work independently and with stakeholders in order to enhance the  Sustainability and Guest Experience with relevant/innovative products, services and programs
• Coordinate, communicate and get buy-in from the different stakeholders at various levels
• The ability to influence stakeholders
• The ability to create and lead a guest-centric culture at the property
• Act as a role-model and inspire behavioral change
• Lead and foster excellence and innovation

Knowledge and Experience

• Bachelor’s Degree in Hospitality or related areas;
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
• Experience in 5-star Hospitality required;
• Minimum of 2 year of experience in Front Office operations
• Proficient in English language (verbal & written)

Competencies

• Fluent in English, another language a plus
• Strives to be approachable at all times particularly during workloads peaks
• Analytical
• Team player
• Excellent communicator
• Able to influence
• Detail-oriented
• Innovative, creative
• Organized
• Accountable
• People-oriented
• Multi-disciplinary, multi-tasked
• Passion for people and for best-in-class service