Guest Experience Manager宾客体验经理

1.Maintain the integrity of the Quality Standards and ensure achievement of stated quality objectives and policies.
2.To supervise the maintenance of Departmental Operating Procedures, in line with Sofitel standards.
3.To manage all Third-party external audits with regards to service.
4.To attend regular meetings with regards to Quality & Brand standards, VOG feedback, 3rd Web Party feedback and ensure follow up for improvement
5.To share guests comments (positive and negative) on a daily basis and ensure necessary follow up and action if needed. Reinforce positive comments and ensure ambassador is recognised.
6.To lead improvement group of ambassadors to find solutions to issues and/or to improve low scoring
7.To be actively involved with the results of the Mystery Guest feedback and action planning.
8.To compile detailed feedback report (at least monthly), and using analysed results to facilitate process improvements.
9.To facilitate timely improvement action planning, implementation, and eventual increase in customer satisfaction.
工作职责:
1、作为酒店质量标准的代表，维护酒店质量标准，确保达到质量目标及政策要求。
2、根据索菲特标准监管部门营运程序。
3、管理所有与服务相关的第三方集团外部质量审计。
4、主持召开月度质量分析会，对于集团质量标准，VOG回复情况，第三方网站的回复情况予以分析，确保跟进。
5、每日分享客人的积极与消极评论，确保行动计划的实施，强调客人的积极评论来提高大使的被认知感。
6、带领需改进部门的大使找到解决问题的方法，提高改进本部门运营。
7、积极参与神秘访客的反馈及行动计划。
8、整理月度客人反馈报告，根据反馈报告和分析结果，提升质量流程。
9、及时执行行动计划，提升宾客满意度。