Quality Manager 质量经理

1. Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.
为团队成员提供富有感召力的领导力、清晰的愿景与工作方向，确保贯彻嘉佩乐酒店品牌理念、价值观及发展愿景，为宾客和员工打造卓越体验。
2. Communicates expectations, recognizes performance, and produces consistent desired business results.
明确工作期望，认可员工工作表现，稳定达成预期经营成果。
3. Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model and expertise in operational related matters.
以身作则，凭借运营专业能力，保障并提供零瑕疵、高端精致、专业的宾客服务体验。
4. Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.
深度践行嘉佩乐企业文化与服务理念，成为激励团队员工的标杆榜样。
5. Recommend hotels’ key drivers to leaders when establishing quality charters through guests and operations feedback and data analysis.
结合宾客反馈及运营数据分析，在制定品质章程时，向管理层提出酒店核心提升方向建议。
6. Be actively involved and facilitate property Tiger Team meetings and follow through project execution to ensure it follows all action agreed in the meeting.
积极参与并组织酒店行政委员会会议，跟进项目落地执行，确保严格落实会议议定的各项举措。
7. Driving consistent use of Knowcross inspection reports by Departmental Leaders.
推动各部门负责人常态化使用嘉佩乐巡检报告。
8. Establishing Key Performance Indicators for number of Internal assessments done utilizing Knowcross inspection reports.
依托嘉佩乐巡检报告，制定内部质检完成量的关键绩效指标。
9. Handle complaints and resolving service ‘Glitches’, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction.
处理宾客投诉、解决服务突发问题，在指定系统中留存所有反馈记录，确保问题及时妥善解决，达到宾客满意标准。
10. Analyze and evaluate all guest comments and feedback from across all channels (i.e. TripAdvisor, ReviewPro, direct comment cards etc.). Provides findings and strategic direction to continuously improve overall rating.
分析研判来自各大平台（例如猫途鹰、睿评系统、宾客意见卡等）的所有宾客评论与反馈，输出分析结论并制定优化策略，持续提升酒店综合评分。
11. Monitor and analyses service performance scores on a monthly basis,identifies root causes and work with the relevant department heads on suggestions to improve performances.
每月监测并分析服务质量评分，深挖问题根源，协同各相关部门负责人制定服务提升改进方案。
12. Assists and provides performance results to departmental and senior management through use of data analysis, root cause analysis and action plan formulation.
过数据分析、根源剖析及行动计划制定，向部门及高层管理层提供工作绩效数据与支持。
13. Providing Department heads with data analyses on key drivers to facilitate departmental gap analysis.
为各部门负责人提供核心指标数据分析，协助开展部门服务短板差距分析。
14. To find opportunity to simplify the routine reporting procedure to achieve work efficiency within internal department.
寻找优化契机，简化内部常规汇报流程，提升部门工作效率。
15. Ensure all colleagues recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
确保全体员工充分认识 LQA（酒店品质评估）及福布斯评级标准的重要性，保障评审成绩与服务品质双优。
16. Ensure consistent departmental assessments are performed according to Forbes standard and Training Certification Manual.
严格依照福布斯标准及培训认证手册，常态化开展部门内部质检评估工作。
17. Liaise and build networks with internal, external auditors and mystery shoppers to schedule quarterly / yearly audits.
对接内外部评审机构及神秘访客，建立沟通渠道，统筹安排季度及年度评审工作。
18. Facilitate time in operations to audit quality deviations based on customer feedbacks.
合理调配运营工作时间，依据宾客反馈对服务品质偏差项开展专项质检核查。
19. Keep track of the property’s competitive standing on popular review platforms and promote project initiatives to maintain and or enhance property’s standing.
持续关注酒店在主流点评平台的行业排名与竞争地位，推进专项提升项目，稳固并拔高酒店口碑排名。
20. Implement project initiatives to improve on the hotel’s operating procedures and standards in accordance with efforts to enhance the company’s competitive standing through efficiency of work and service performance.
落地各类优化项目，完善酒店运营流程与服务标准，通过提升工作效率和服务品质，增强酒店市场竞争力。
21. Conduct yearly training of Performance Excellence Planning (PEP) for all leaders.
面向全体管理人员，组织开展年度卓越绩效规划（PEP）培训。
22. Coordinate with Training Manager and Department heads on gap analysis and training initiatives to provide continuous improvement of service score performance.
协同培训经理及各部门负责人，开展服务短板差距分析并落地专项培训，持续提升服务评分表现。
23. Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided.
及时上报工作区域及酒店内各类设施问题、损坏及故障情况，确保酒店设施与服务配套完好无缺陷。
24. Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.
与各部门保持良好协作关系，保障运营事务沟通高效，树立跨部门协作互助的标杆典范。
25. Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
充分赋能团队员工，引导其主动担当、超越宾客期望；合理授权工作权责，要求员工履职尽责并定期工作复盘反馈。
26. Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
监督团队员工工作表现，及时给予专业绩效反馈，做好评优表彰及定期绩效考核工作。
27. Mentor and guide individual team members’ growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
辅导助力员工个人职业成长，帮其制定短期及长期发展目标，维持高员工敬业度与员工福利保障水平。
28. Maintain an image of professional management to all guests, team members and the hotel.
在宾客、内部员工及酒店各方面前，始终保持专业管理者职业形象。