Guest Experience Manager-FO 宾客体验经理-前厅部

§ 全面负责房务部整体服务水平的提升，对OTA全平台和Hysat的表现得分负责。
Fully responsible for the improvement of the overall service level ofthe Rooms, and the performance of the whole OTA platform and Hysat.
§ 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。
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.
§ 根据顾客意见调查结果，确保所有改进措施贯彻执行。
Responds to theresults of the Consumer Audit and ensures that the relevant changes areimplemented.
§ 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。
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.
§ 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。
Ensures that allguest requests and requirements are attended to promptly and handled in thecorrect manner.
§ 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。
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.
§ 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。
Works closely withother management personnel in a supportive and flexible manner, focusing on theoverall success of the hotel and the satisfaction of hotel guests.
§ 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。
Ensures that theFront Office associates work in a supportive and flexible manner with otherdepartments, in a spirit of “We work through Teams”.
§ 确保执行酒店品牌标准的基本要求，适时提供更多可供选择的品牌服务。
Ensures that allcompany minimum brand standards have been implemented, and that optional brandstandards have been implemented where appropriate.
§ 确保所有系统内所有需跟进事项正确迅速地分类及分发。
Ensures all Tracesare handled and distributed promptly.
§ 始终确保迅速、准确和高效的电话和留言服务。
Ensures speedy,accurate and efficient telephone and message service at all times.
§ 确保所有客人信息遵循清晰简洁的原则准确录入。
Ensures that allguest details are entered correctly in accordance with the principles of cleandata.
§ 确保凯悦天地会员得到品牌所承诺的福利的服务
Ensure the World ofHyatt Member to get the related benefits and services as promised
§ 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
Familiar with all emergency procedures and ensurecan follow the procedures once emergency case happened
§ 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。
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.