Executive Secretary & Guest Experience行政秘书兼宾客体验

1、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。
2、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。
3、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。
4、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。
5、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。
6、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。
7、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。
8、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。
9、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）。
10、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。
11、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。
12、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。