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 (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

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