Guest Service Manager宾客服务经理

·         Leads and supports all Guest Experience initiatives at the property.
领导及支持酒店所有客户体验方案及措施。
·         Driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
在酒店推行以客人为中心的文化理念，让所有人才意识到并理解客户体验的重要性。
·         Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders (at a minimum once a week).
每天回顾宾客之声上的表现以及客人的反馈意见，定期识别评论趋势并分析出需要改进的地方，与相关负责人分享跟进（至少每周一次）。
·         Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new HODs/Managers within the first month of employment.
组织新入职人才做客户体验管理的入门简介，并确保在一个月之内为新入职的部门总监/经理进行全面介绍。
·         Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
有效地与所有相关人员回顾并沟通好品牌保证计划以及所有新的品牌/质量举措。
·         Champion the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.
支持全酒店人才的所有与客户体验事务和更新相关的内部沟通。
·         Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.
直接与客人沟通以获得客人的直接反馈，并寻找更多新的途径来获取在店客人的反馈。
·         Ensure the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of the negative reviews/feedback, but none of the positive reviews/feedback except for those on GSS and TripAdvisor).
确保相关团队人员回应所有的客人反馈，例如：宾客之声，客户满意度调查，及各种社交媒体网站或旅游网站上客人填写的内容（需回复100%的消极评论/反馈；但不要回复任何积极评论/反馈，除了GSS和猫途鹰上的）。
·         Reviews and communicates best practices implemented in other hotels in the network, follow-up on implementation at the property when relevant.
回顾及分享集团中其他酒店的最佳操作，在本酒店中借鉴执行并跟进。
·         Ensure all guest procedures, including ALL/VIP are being met or exceeded on a daily basis for all ALL/VIP guests.
确保在日常接待中提供给包括雅高心悦界会员和贵宾在内的所有宾客任何所需的服务或超出其期望的服务。
·         Coordinate the Arrival, Stay and Departure experiences for the guests, including ALL/VIP guests, to ensure a seamless experience.
在包括雅高心悦界会员和贵宾在内的所有宾客的抵店、入住和退房期间，协调以确保为客人提供完美的入住体验。