Guest Experience Manager 宾客体验经理

Primary Responsibilities 主要职责
·Leads and supports all Guest Experience initiatives at the property.
·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.
·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).
·Represents Guest Experience / be the voice of the guest daily at the morning briefing with updates and highlights points for improvement and guest praise.
·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.
·Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year).
·Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest.
·Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
·Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial.
·Implement LCAH member enrollment strategy, to maximize room revenue & guest loyalty.
·通过与各部门的协作，和各部门进行有效沟通，将宾客之声融入到运营上的关键战略决策中。
·领导并支持总经理和运营团队以促进和强化客户中心文化，以及对宾客体验重要性的认知，负责酒店质量系统的持续改进。
·每天监督并管理声誉表现分和宾客反馈，将各个渠道的反馈分享给各个部门，并将促成改进方案。
·通过与各部门的协作，以全年贯彻实施品牌精髓以及监督品牌保证。
·与客人接洽以搜集客人的直接反馈。
·确保用宾客反馈来明确培训需求，并且培训计划能反映出那些需求。
·进行每日巡视以确保LQA在对客服务中被遵守和执行。
·积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
·主动关注并参与如客人投诉等待解决问题的跟进和处理。
·实施雅高乐雅会会员招募计划，以最大化收益和客人忠实度。
Knowledge and Experience | 知识和经验
·Diploma or Degree preferably in hospitality or related field.
·Minimum three (3) years relevant experience in a managerial position of Front Office in a renowned international hotel brand(s).
·PMS and Office software knowledge.
·Excellent oral and written skills in Mandarin and English.
·Confidently able to resolve problems and make decisions.
·Good presentation, influencing and training skills.
·Adaptable and flexible and able to embrace and respond to change effectively
·酒店管理或相关专业的本科或专科学历。
·在知名国际酒店内从事至少三年前厅管理岗位的经验。
·熟悉并掌握Opera酒店管理系统和各类办公软件。
·优秀的中英文听说读写能力。
·自信的解决问题与决策的能力。
·优秀的表达、影响和培训能力。
·适应性强，灵活并能有效地接受和应对变化。