宾客体验经理 Guest Experience Manager

工作职责：
绘制客人的整个旅程（抵达前、抵达/茶道、入住、离开、入住后），以确定关键的接触点和创新机会。建立和监控与客人满意度相关的关键绩效指标（如携程、TripAdvisor、大众点评、Revinate、qualics等），并制定行动计划以实现目标。引领独特、品牌定义服务时刻的创造和标准化。确保所有宾客体验官的活动都在既定程序和标准的基础上进行。确保客人的需求、询问和投诉得到妥善处理。建议并确保酒店前厅部的关键服务标准和一致性。确保客人体验团队的运作符合酒店对客人和其他部门的服务标准。建议系统和程序的变化，以提高效率和改善服务。协助制定业务计划，提供人员指导，并为客户体验团队准备基本原理。安排和照顾客人的提前入住和提前退房。监督检查日常工作安排；确保每项工作都能有效地进行。负责遵守所有法定要求。确保客人在酒店的隐私和安全。确保所有记录和文件按要求保存。建立审查和实施工作系统和程序，以确保一致的服务标准。就招聘晋升提出建议。确保按时发布和提交考勤表。
岗位要求：
-优秀的组织能力。
-出色的领导能力
-能够优先安排和组织工作任务，委派工作。-思维清晰，善于分析和解决问题，锻炼能力强
判断。
-能够指导员工的工作表现，并在指导和指导下进行跟进
-表扬或纠正能够激励员工并保持团队的凝聚力。
璞丽专享福利:
- 住宿（二人一间）独立卫生间，免费提供无线网络及床上用品的使用
- 非上海市户籍享有每年一次往返程车费报销
- 享有补充商业医疗保险，可100%报销医保范围内门急诊费用
- 享有特殊班次补贴和各类促销奖励机制
- 享美味员餐、每月美食节、节日以及生日礼品卡
- 璞麗赞赏计划，有机会获得奖励积分，可换取多种多样的丰厚礼品。
- 享有免费年度体检
Job Responsibility：
Map the entire guest journey (pre-arrival, arrival/Tea Ritual, stay, departure, poststay) to identify critical touchpoints and opportunities for innovation. Establish and monitor Key Performance Indicators related to guest satisfaction (e.g., Ctrip, TripAdvisor, Dianping, Revinate, Qualtrics etc.) and develop action plans to achieve targets.Lead the creation and standardization of unique, brand-defining service moments.Ensure that the activities of all The Guest Experience officer are performed on the basis of established procedures and standards. Ensure that guest needs, inquiries, complaints are properly handled and accommodated. Recommend and ensure key service standards and consistence for the hotel Front Office department. Ensure that The Guest Experience team of operation meets hotel service standards to guests and other departments. Recommend changes in systems and procedures to increase efficiency and improve service. To assist with business plans, manning guide and preparing back up rationale for The Guest Experience Team. Arrange and take care of early check in guest & early check out guest. Supervise and check daily work arrange; ensure every work can process effectively. Responsible for adherence to all statutory requirements. Ensure guest privacy, security & safety at all times in the hotel. Ensure all the records & documents are maintained as per requirements. Establishes reviews and implements working systems and procedures that ensure consistent standards of service. To assist in the training of employees ensuring that they have the necessary skills to perform their duties with maximum efficiency and in the most product manner. Makes recommendations on the hiring promotion. To ensure rosters are posted and timesheets submitted on time.
Job Requirements：
Excellent organizational skills.
- Excellent leadership skills.
- Ability to prioritize and organize work assignments, delegate work.
- Ability to be a clear thinker, analyze and resolve problems, exercising good judgement.
- Ability to direct the performance of staff and follow up with coaching and guidance to praise or make corrections.
- Ability to motivate staff and maintain a cohesive team.
Exclusive Benefits at The PuLi Hotel & Spa:
- Accommodation (two people sharing a room) comes with private bathrooms. Free Wi-Fi and bedding are provided.
- Non-Shanghai household registration employees are entitled to have their round-trip ticket travel expenses reimbursed once a year.
- Supplementary commercial medical insurance is available, which can cover 100% of the outpatient and emergency expenses within the scope of medical insurance.
- Be entitled to special shift allowances and various promotional incentive mechanisms.
- Enjoy delicious staff meals, monthly food festivals, as well as holiday and birthday gift cards.
- The PuLi Appreciation Program offers the opportunity to earn reward points that can be exchanged for a wide variety of generous gifts.
- Free annual physical examinations.