{"id":1162707,"url":"https://alion.io/job/accor-group-guest-experience-loyalty-manager","title":"Guest Experience & Loyalty Manager","company":{"id":8914,"name":"Accor Group","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Queenstown, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":68000,"currency":"NZD","period":"year","gross":null,"usd_annual":38790},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-24T00:34:19Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T00:42:18Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Novotel Queenstown Lakeside is located on the shores of Lake Wakatipu, a 4 star property with 273 rooms, meeting facilities and a stunning view from our Elements Restaurant. Conveniently placed in prime location in Queenstown, making it one of the most iconic tourist destination Hotels in the World!\n We are seeking a dynamic and passionate Guest Experience & Loyalty Manager to join the Novotel Queenstown Lakeside team, following the internal promotion of our current team member. As the face of the property and our Brand and Loyalty Ambassador, you will be at the forefront of curating exceptional guest experiences and ensuring the highest levels of guest satisfaction. You will manage VIP guest interactions, drive guest loyalty, and work collaboratively across departments to elevate service standards and create memorable experiences throughout the hotel. This is a great opportunity to join a team that values internal career growth and development.\nKey Responsibilities:\nCurate extraordinary guest experiences, focusing on VIPs, long stay, high-spend, and loyalty guests.\n\nMaintain exceptional response rate to guest reviews on all platforms, addressing concerns with a proactive approach.\n\nCoordinate and assist with special requests, ensuring smooth transitions for VIPs, loyalty members, and guests celebrating special occasions.\n\nSupport the delivery of quality service by communicating operational requirements and policies to all departments.\n\nLead action plans for improvement based on feedback (TrustYou, CEO, online reviews).\n\nOrganize and participate in VIP networking functions for the loyalty guest.\n\nFocus on loyalty and brand representation, ensuring all guests are welcomed and recognized in line with brand standards.\n\nFlexibility to work weekends and public holidays.\n\nSalary NZD $65000 - $68000 per annum\n\n Qualification & Skills:\nAt least 3 years experience in a hotel environment, ideally in a supervisory or managerial capacity or with significant experience in a similar role.\n\nStrong communication skills and ability to build rapport with stakeholders\n\nExcellent personal presentation and time management skills\n\nProficiency in Microsoft Office and hotel management systems e.g. OPERACLOUD\n\nDemonstrated ability to manage complaints and provide effective solutions\n\nStrategic thinker with a passion for hospitality and positive impact on guest experience\n\n Why work for Novotel, Queenstown?\nStaff meals provided while on shift\n\nUniforms, washed and laundered daily.\n\nIncredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide\n\nAccor's Parental Leave Scheme\n\nAccess to our Employee Assistance Program\n\nPlace of employment 6 Earl Street Novotel Queenstown Lakeside\n\nFull time 40hours\n\nOur commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.","description_format":"text","description_chars":3046,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Lifestyle","Travel & Tourism"],"lifecycle":[{"event":"open","at":"2026-09-24T00:42:18Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":31,"reasons":["conf:5","velocity","win:early","comp:brand"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":38790,"is_top_pay":false},"html_url":"https://alion.io/job/accor-group-guest-experience-loyalty-manager","json_url":"https://alion.io/job/accor-group-guest-experience-loyalty-manager.json","meta":{"generated_at":"2026-09-24T06:04:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}