宾客体验经理 Guest Experience Manager

·
Leads and supports all Guest Experience initiatives at
the property.
领导及支持酒店所有宾客体验项目及方案。
·
Supports GM in driving a guest
centric culture in the hotel and create awareness and understanding among all talents on the
importance of guest experience.
支持总经理在酒店推行以服务客人为中心的理念，让所有人才理解并提高意识认识到宾客体验的重要性。
·
Reviews VOG performance and guest feedback daily,
identifies trends and areas for improvement on a regular basis and shares with
relevant stakeholders (at a minimum once a week).
每天回顾宾客之声的状态以及客人的反馈意见，识别动态以及分析出需要改进的地方定期与相关负责人分享跟进（至少每周一次）。
·
Represents Guest Experience / be the voice of the guest
daily at the morning briefing with updates and highlights points for
improvement and guest praise.
每天早会分享最新的宾客体验/宾客之声的内容，并强调需要改进的地方以及分享宾客对酒店的表扬。
·
Conduct Guest Experience
Management overview induction for new hires and thorough induction on
Guest Experience for all new Department Heads/Managers within the first month
of employment.
与新入职人才分享宾客体检管理的内容，并确保在一个月之内完整地给新入职的部门总监/经理进行分享。
·
Conducts a weekly Guest Experience meeting with
individual Department Heads, communicates performance, supports and pushes
Management Action Plan efforts.
每周组织一次部门总监开有关宾客体验的会议，目的是讨论宾客体验结果，支持并推进管理层作出相应的行动计划。
·
Reviews and
communicates the Brand Assurance Program and all new brand/quality initiatives
effectively to all stakeholders.
回顾与沟通新品牌所有的新标准/质量计划对相关人员有一定的效力影响。
·
Conducts regular property self-assessments on the Operational
Brand Standards and other quality programs (at a minimum 4 times per year).
对于酒店品牌标准的运营和其他质检项目进行定期的自我评估(至少每年4次)。
·
Works with and supports Department Heads to prepare for LQA Brand Assurance
audits.
支持部门总监并一同准备酒店LQA品牌审计。
·
Participates to the annual revision of Operational Brand
Standards with Regional/Global teams.
参与区域/全球团队年度运营品牌标准的修复拟定。
·
Leads and develops a team of Guest Experience Champions
within the hotel to conduct deep dives/self-assessments and identify
improvement opportunities and solutions.
领导并开发酒店宾客体验团队成员来进行自我发展/自我评估，从而提出自我提升的机会及改进的方案。
·
Conducts Brand Assurance refreshers training from time to
time to all Department Heads.
向各部门经理/总监定时开展品牌回顾培训。
·
Champion the internal communication of guest
experience related matters and updates to all Talents in the hotel.
支持所有与宾客体验相关的内部沟通，进而提高大使在店的体验。
·
Reviews MAPs proposed by each department post-LQA Mystery Visit and
supports and follows up implementation by Department Heads.
回顾各个部门关于LQA神秘访问的指导手册，协助部门经理跟进并开展执行。
·
Have direct contact with guests
to collect direct feedback and facilitate new ways of collecting more in-house
feedback.
直接与客人沟通以获得客人反馈，并寻找更多新的途径来获取住店客人的反馈。
·
Work closely with Department
Heads to assess service standards and delivery on a regular basis.
与部门经理/总监紧密合作，定时评估服务标准。
·
Monitors results of other quality management programs
such as Resavision, iPerform for MICE, Hygiene audit and follows up action
plans from the relevant Department Heads whenever necessary.
如预订部，会议销售，卫生审计及相关部门经理/总监需要帮助时，指导其他质量管理系统的运行并跟进行动计划。
·
Works in partnership with all relevant external partners
to ensure external training is conducted where applicable, e.g. HOTSOS, VOG Trust You, Diversey, Signature…
建立与所有外部伙伴的合作关系，以适用外部培训，例如：信息发布系统，客人之声，供应商，签名等等。
·
Ensure the relevant teams and stakeholders respond to all
Guest feedback, e.g. VOG GSS, and consumer-generated content on various social
media sites or travel sites (100% of negative reviews/feedback and at a minimum
50% of positive reviews/feedback).
确保相关部门回应所有的客人反馈，例如：客人之声，GSS及各种社交媒体网站或旅游网站上的内容。（需回复100%的消极评论/反馈，在积极反馈/评论中至少50%的回复率）。
·
Reviews and communicates best practices implemented in
other LUB hotels, follow-up on implementation at the property when relevant.
将其他奢华品牌酒店中好的范例进行回顾及分享，在本酒店中进行分析并借鉴执行。
·
Attends Regional/Global Guest Experience meetings/training
as required.
必要时，参加总部/全球宾客体验会议/培训。
·
Ensure
adherence to the attached task list which provides a framework to the Guest
Experience Manager’s role.
确保遵守作为客户体验经理角色框架的附加工作职责。·
Leads and supports all Guest Experience initiatives at
the property.
领导及支持酒店所有宾客体验项目及方案。
·
Supports GM in driving a guest
centric culture in the hotel and create awareness and understanding among all talents on the
importance of guest experience.
支持总经理在酒店推行以服务客人为中心的理念，让所有人才理解并提高意识认识到宾客体验的重要性。
·
Reviews VOG performance and guest feedback daily,
identifies trends and areas for improvement on a regular basis and shares with
relevant stakeholders (at a minimum once a week).
每天回顾宾客之声的状态以及客人的反馈意见，识别动态以及分析出需要改进的地方定期与相关负责人分享跟进（至少每周一次）。
·
Represents Guest Experience / be the voice of the guest
daily at the morning briefing with updates and highlights points for
improvement and guest praise.
每天早会分享最新的宾客体验/宾客之声的内容，并强调需要改进的地方以及分享宾客对酒店的表扬。
·
Conduct Guest Experience
Management overview induction for new hires and thorough induction on
Guest Experience for all new Department Heads/Managers within the first month
of employment.
与新入职人才分享宾客体检管理的内容，并确保在一个月之内完整地给新入职的部门总监/经理进行分享。
·
Conducts a weekly Guest Experience meeting with
individual Department Heads, communicates performance, supports and pushes
Management Action Plan efforts.
每周组织一次部门总监开有关宾客体验的会议，目的是讨论宾客体验结果，支持并推进管理层作出相应的行动计划。
·
Reviews and
communicates the Brand Assurance Program and all new brand/quality initiatives
effectively to all stakeholders.
回顾与沟通新品牌所有的新标准/质量计划对相关人员有一定的效力影响。
·
Conducts regular property self-assessments on the Operational
Brand Standards and other quality programs (at a minimum 4 times per year).
对于酒店品牌标准的运营和其他质检项目进行定期的自我评估(至少每年4次)。
·
Works with and supports Department Heads to prepare for LQA Brand Assurance
audits.
支持部门总监并一同准备酒店LQA品牌审计。
·
Participates to the annual revision of Operational Brand
Standards with Regional/Global teams.
参与区域/全球团队年度运营品牌标准的修复拟定。
·
Leads and develops a team of Guest Experience Champions
within the hotel to conduct deep dives/self-assessments and identify
improvement opportunities and solutions.
领导并开发酒店宾客体验团队成员来进行自我发展/自我评估，从而提出自我提升的机会及改进的方案。
·
Conducts Brand Assurance refreshers training from time to
time to all Department Heads.
向各部门经理/总监定时开展品牌回顾培训。
·
Champion the internal communication of guest
experience related matters and updates to all Talents in the hotel.
支持所有与宾客体验相关的内部沟通，进而提高大使在店的体验。
·
Reviews MAPs proposed by each department post-LQA Mystery Visit and
supports and follows up implementation by Department Heads.
回顾各个部门关于LQA神秘访问的指导手册，协助部门经理跟进并开展执行。
·
Have direct contact with guests
to collect direct feedback and facilitate new ways of collecting more in-house
feedback.
直接与客人沟通以获得客人反馈，并寻找更多新的途径来获取住店客人的反馈。
·
Work closely with Department
Heads to assess service standards and delivery on a regular basis.
与部门经理/总监紧密合作，定时评估服务标准。
·
Monitors results of other quality management programs
such as Resavision, iPerform for MICE, Hygiene audit and follows up action
plans from the relevant Department Heads whenever necessary.
如预订部，会议销售，卫生审计及相关部门经理/总监需要帮助时，指导其他质量管理系统的运行并跟进行动计划。
·
Works in partnership with all relevant external partners
to ensure external training is conducted where applicable, e.g. HOTSOS, VOG Trust You, Diversey, Signature…
建立与所有外部伙伴的合作关系，以适用外部培训，例如：信息发布系统，客人之声，供应商，签名等等。
·
Ensure the relevant teams and stakeholders respond to all
Guest feedback, e.g. VOG GSS, and consumer-generated content on various social
media sites or travel sites (100% of negative reviews/feedback and at a minimum
50% of positive reviews/feedback).
确保相关部门回应所有的客人反馈，例如：客人之声，GSS及各种社交媒体网站或旅游网站上的内容。（需回复100%的消极评论/反馈，在积极反馈/评论中至少50%的回复率）。
·
Reviews and communicates best practices implemented in
other LUB hotels, follow-up on implementation at the property when relevant.
将其他奢华品牌酒店中好的范例进行回顾及分享，在本酒店中进行分析并借鉴执行。
·
Attends Regional/Global Guest Experience meetings/training
as required.
必要时，参加总部/全球宾客体验会议/培训。
·
Ensure
adherence to the attached task list which provides a framework to the Guest
Experience Manager’s role.
确保遵守作为客户体验经理角色框架的附加工作职责。
Requirement 要求
·
Experience in 5-star Luxury Hospitality required
具有五星级酒店工作经验
·
Strong background in hotel operations; (minimum of 5
years in hotel operations including at least 2 years of Duty Manager /
Assistant Manager position)
具有酒店前线工作经验（5年前线工作经验中至少需要有2年担任宾客关系经理或值班经理的职位）
·
International experience, having worked in different
continents and being sensitive to different cultures and ways of life
具有国际酒店经验，对不同地域的文化以及生活有一定的感知。