Guest Experience Manager 宾客体验经理

Responsibilities 工作职责:
1. Analyse and summarize customer feedback on each platform, and report toteam and management regularly. And according to customer feedback, adjust thedepartment operation procedure, and make action plans to improve service.
分析，总结各平台顾客反馈，形成报告，定期向团队和管理层汇报。并根据顾客反馈，及时调整部门运营，制作提升服务的行动方案。
2. Responds to theresults of the Consumer Audit and ensures that the relevant changes areimplemented.
根据顾客意见调查结果，确保所有改进措施贯彻执行。
3. Keep the sensitivity of guest needs, and create service processes andproducts suitable for the hotel's customer, so as to ensure the hotel's leadingservice level in the market.
保持对客人需求的敏感度，打造适合本酒店客源结构的服务流程和产品，以保证酒店服务水平在市场上的领先性。
4. Ensures that allguest requests and requirements are attended to promptly and handled in thecorrect manner.
确保所有顾客需求和要求得到及时关注并以正确的方式处理。
5. Ensures thatcommunication and co-ordination of all Departments, with particular emphasis onthe interactions between Concierge and Front Desk, Sales, housekeeping,Maintenance, Telephone, Security are smooth and efficient.
确保与所有部门的沟通和协调工作顺畅有效，特别是与前台、销售、客房、维修、电话、保卫等部门之间。
6. Works closely withother management personnel in a supportive and flexible manner, focusing on theoverall success of the hotel and the satisfaction of hotel guests.
以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。
7. Ensures that theFront Office associates work in a supportive and flexible manner with otherdepartments, in a spirit of “We work through Teams”.
发扬“群策群力”的精神，确保前厅部员工与其他部门在工作中相互支持、灵活变通。
8. Ensures all Tracesare handled and distributed promptly.
确保所有系统内所有需跟进事项正确迅速地分类及分发。
9. Familiar with all emergency procedures and ensurecan follow the procedures once emergency case happened.
熟知酒店所有应急操作程序并能够在紧急事件发生时按照程序执行
10. Based on the operational needs and management requirements, flexiblyadjust the responsibilities and priorities of the staff and team at any time toensure the hotel's high level of operation.
Qualification：
根就酒店运营需要和管理层要求，随时灵活调整在身和团队的工作职责和工作重点，确保酒店高水平运营。
Job Specs 职位要求：
1. 3 years as a Guest Relations Manager in luxury hotels.
3年以上奢华品牌酒店工作经验及宾客关系经理相关工作经验。
2. Good written and oral English proficiency, possess good interpersonal and guest contact skills, able to lead by example with leadership and motivating abilities, able to communicate well with all levels.
良好的英语写作与口语能力及人际关系和与客人的沟通能力，及优秀的领导力。