Guest Experience Manager 宾客体验经理

岗位职责/职位描述：
1.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。
2.Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.
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。
3.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。
4.Conducts a monthly Guest Experience meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan efforts.
每月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。
5.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)。
6. 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。
7. 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。
岗位要求：
1.Fluent oral and written English.
流利的英文沟通表达能力。
2.Strong background in international hotel operations as Guest Service Manager or Duty Manager.
具有国际品牌酒店的宾客服务经理或值班经理工作经验者优先考虑。