Essentialist Manager 知客经理

The Role 岗位职责:
The Essentialist Manager is the culturalheartbeat of Patina Tianjin, embodying the brand’s spirit of Perpetual Journey— a continuous exploration of meaningful connections, local artistry, andmindful living. This role leads the creation and curation of immersive guestexperiences that celebrate Tianjin’s local culture, ensuring that every staytransforms from accommodation into an inspiring life moment.
Beyond traditional guest relations, thisleader oversees guest satisfaction, online reputation, and the hotel’sLifestyle Program, aligning all guest touchpoints with Patina’s purpose of“Transformative Luxury.”
知客经理是柏典的品牌灵魂人物，代表着「永续旅程（Perpetual Journey）」的核心精神 —— 持续探索有意义的连接、本地文化与优雅生活的深度融合。此职位负责策划与引领宾客沉浸式文化体验，让每一次入住都成为宾客灵感与生活方式的延伸。
不仅限于传统的宾客关系管理，此岗位更肩负宾客满意度、线上声誉管理及酒店生活方式项目（PerpetualJourney）的全面统筹，确保宾客接触的每个环节都与 Patina 的品牌宗旨——“变革型的奢华”完美契合
Serveas the brand custodian of Patina’sPerpetual Journey, ensuring its philosophy is translated into tangible guestexperiences across every stay stage — pre-arrival, in-stay, and post-departure.
作为品牌精神「永续旅程」的守护者，将其理念贯穿于宾客全旅程体验中（抵店前、在店中、离店后），确保品牌精神转化为真实感受。
Leadthe curation of the Hotel LifestyleProgram, collaborating with local artists, designers, musicians, and culturalpartners to create meaningful cultural immersion for guests.
统筹并策划酒店生活方式计划，与本地艺术家、设计师、音乐人及文化机构合作，打造具有意义的沉浸式文化体验。
Actas the cultural storyteller of theproperty — developing narratives, experiences, and touchpoints that reflectTianjin’s contemporary art, history, and human connections.
成为酒店的文化叙事者，设计并诠释反映天津当代艺术、历史底蕴及人文精神的故事与体验环节
Overseeall aspects of guest experience,ensuring personalized, anticipatory, andemotionally resonant interactionsaligned with Forbes Five-Star and LQA standards.
全面负责宾客体验管理，确保所有服务体现个性化、前瞻性与情感共鸣，并符合福布斯五星及 LQA 标准。
ManageVIP arrivals, special requests, andpre-arrival communications to ensureseamless service coordination acrossdepartments.
管理贵宾抵店流程、特殊需求及抵店前沟通，确保跨部门服务衔接顺畅
Leadpost-stay follow-ups to deepen guestrelationships and identify future engagement opportunities (return visits,cultural program participation, or brand advocacy).
主导宾客离店后的关系维护，促进二次互动与复访，例如邀请参与文化活动或品牌体验项目。
Monitorand lead the hotel’s onlinereputation management, including TripAdvisor, Ctrip, Google Reviews, and socialmedia platforms, ensuring timely responses that reflect brand tone and empathy.
主导酒店的线上口碑管理，包括 TripAdvisor、携程、Google 评论及社交媒体，确保以品牌语调与真诚态度及时回应。
Analyze guest feedback trends and sentimentanalytics to identify service gaps, initiate recovery actions, and drivecontinuous improvement.
分析宾客反馈趋势与情感数据，识别服务差距，主导改进措施并持续优化体验。
Work with Marketing and PR teams totranslate authentic guest stories and experiences into digital storytellingthat enhances the property’s cultural positioning.
与市场及公关团队合作，将真实的宾客故事转化为数字传播内容，强化酒店的文化定位与品牌形象。
Build and sustain partnerships with localcreators, artisans, galleries, and cultural venues to craft meaningful guestexperiences beyond the hotel.
建立并维护与本地创意人、手工艺人、美术馆及文化空间的合作，打造酒店以外延伸的在地体验。
Curatein-house lifestyle activations — fromart installations and tea ceremonies to live music sessions — integrating localtraditions with contemporary aesthetics.
策划酒店内的生活方式活动，如艺术装置、茶文化体验、音乐沙龙等，将地方传统与现代美学融合
Lead,mentor, and inspire the GuestExperience team and Patina essentialists toembody brand philosophy and deliveremotionally intelligent service.
领导并激励知客团队与 柏典酒店团队，以情绪智能驱动品牌化服务，成为品牌文化的代言者。
Conduct Forbes & LQA service trainingsessions, focusing on empathetic communication, storytelling, andpersonalization.
定期组织福布斯及 LQA 服务培训，重点强化同理心沟通、故事化表达与个性化体验设计。
Collaborate with the Rooms, F&B, andSpa teams to ensure a unified guest journey and consistent emotional toneacross touchpoints.
与房务、餐饮及水疗部门密切合作，确保宾客旅程一致性与情感体验连贯。
Track guest satisfaction metrics (GSS, NPS,online review ratings) and presentinsights to GT for strategic improvement.
监控宾客满意度指标（GSS、NPS、线上评分等），并定期向管理委员会呈报优化建议。
Integrate guest feedback into servicedesign, cultural programming, and operational decisions.
将宾客反馈融入服务设计、文化活动及运营决策中，实现体验持续进化。
Talent Profile 能力&技能需求：
Acquire working experience in hotel/resort(preferably luxury brands)
拥有酒店工作经验(特别是豪华品牌的酒店)。
Have professional training in hospitalityindustry
有过专业化的训练。
Able to communicate in Mandarin or Englishfluently
能够流畅的使用普通话或英语进行对话。
Having good communication skills
良好的沟通能力。
Able to operate basic computer skills
正确应用基本电脑系统。
Command organization system in our department,knowledge how to make or motivate people work, cooperate with otherdepartments.
能够指挥本部门的组织系统，知人善任，调动下级的积极性，协调与其他部门的关系。