About the role
- 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
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 (appÿ, 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
- 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
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
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